Quality Assurance Specialist

Job Description

No one knows cruising like Princess. We deliver holiday happiness for millions of people each year and that’s a responsibility we take seriously.

From formal qualifications to the life lessons of worldwide travel, we offer our people a broad range of personal and professional development opportunities and this journey can begin as a Quality Assurance Specialist to bring fresh insights and expertise to our Guest Services Training and Communication Department.

Role Overview:

You will play a critical role in protecting the guest and travel agent experience and brand standards by ensuring high‑quality, compliant service across all communication methods and interactions. Through data‑led insight, coaching feedback, and global collaboration, you will help elevate guest satisfaction and operational effectiveness.

This pivotal role will involve:

• Evaluating and analysing performance using frameworks, identifying trends and risks, and partnering with leaders to drive measurable improvements in service quality, accuracy, and consistency
• Conducting regular monitoring of calls, chats and emails and delivering actionable feedback that supports the agents development and performance improvement
• Produce clear insightful reports and recommendations based on findings

This role is positioned at CUK
10 level within our organisation and is available on a full‑time, permanent basis. We offer hybrid work including up to two days from home.

What You’ll Bring:

Your unique background and skills are what will make you stand out.

We’re looking for:

• Previous experience in Quality Assurance and auditing ideally in a contact centre environment is desirable
• Demonstrated experience with call listening, case evaluation and quality calibration
• Strong analytical and reporting capabilities
• Strong communication skills with the ability to deliver clear constructive feedback
• Passionate about service excellence

About You:
The Ideal Candidate You are more than just your CV.

You’re someone who brings:

• Analytical mindset with high attention to detail
• A collaborative approach

Application Guidance
:
Diversity is our strength, and we encourage applications from those with varied experiences, whether you meet every listed requirement or not. If you’re passionate about Guest Services and looking for an opportunity to grow, we’d love to hear from you.

Why Join Us?

Working within our Princess team means you’ll be part of a community that values growth, work‑life balance, and well‑being.

Read our employee experience guide to learn more about life as a Carnival UK colleague.

• Employee Discounted Cruising plus Friends and Family offers
• Recognition scheme with prizes and awards
• Regular office events including live entertainment, lifestyle events and charity partner fundraisers
• Extensive learning and development opportunities
• Employee‑led networks
• Company paid Health Cash Plan and health assessment
• Discounted retail and leisure via discounts portal
• Minimum 25 days leave, bank holiday allowance and holiday trading scheme

Take the Next Step:

Our hiring team values giving candidates a great experience, if we receive a high volume of applications that will compromise our ability to offer the service we like to provide, the role could be paused or closed early, we therefore encourage you to apply early to avoid disappointment.

Recruitment Journey:

For more information on your recruitment journey, please visit our Candidate Journey Map.

Holidays are one of life's greatest pleasures, and having the chance to relax, escape and explore is a magical thing. There is no hiding that we love cruise, and we believe there is no better holiday than a cruise. In fact, we are The Love Boat.

In addition to offering a premium way to travel and explore the world, Princess Cruises distinguishes itself with its emphasis on personalised service, innovation and delighting millions of guests every year. And this is precisely what our agile and tight knit teams do, onboard and onshore. We share high standards, heartfelt values and ultimately a passion for Princess Cruises.

As part of Carnival Corporation, our Culture Essentials describe the expectations we have for ourselves and of each…