Quality Assurance Specialist

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.

• 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.
• Producing clear, insightful reports and recommendations based on findings.

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

• 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.

The Ideal Candidate is more than just your CV. You're someone who brings:

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

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.

• 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, Aida.