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Carnivalukcareers • Southampton, England, United Kingdom
Role & seniority: Quality Assurance Specialist (CUK10 level), full-time, permanent
Stack/tools: QA frameworks for contact centres; call listening, case evaluation, quality calibration; data analysis and reporting; coaching/feedback delivery
Evaluate and analyze performance to identify trends, risks, and opportunities for service quality improvements
Monitor calls, chats, and emails; provide actionable feedback to agents for development and performance gains
Produce clear reports and recommendations based on findings
Experience in Quality Assurance/auditing in a contact centre
Proficiency in call listening, case evaluation, quality calibration
Strong analytical and reporting capabilities
Clear, constructive communication; attention to detail; collaborative mindset
Prior QA experience in guest services or similar customer service domains
Familiarity with data-led insight generation and coaching
Location & work type: Hybrid work arrangement (up to 2 days from home), based in the UK; full-time, permanent role
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
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 Produce clear insightful reports and recommendations based on findings
This role is positioned at CUK10 level within our organisation and is available on a full‑time, permanent basis. We offer hybrid work including up to two days from home.
Your unique background and skills are what will make you stand out.
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.
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 here.
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
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.
For more information on your recruitment journey, please visit our Candidate Journey Map..
#CUK
#PCL
#Job Functions: Customer Service; Quality Assurance; Administrative
About Us
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 other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equality and inclusion.
It's through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel's Employer of Choice.
Now is the time to join our Princess community, and discover why The Love Boat is so loved by so many.
Carnival UK is committed to protecting against potential risks to safeguarding, security and/or fraud risks. This post is subject to the disclosure of criminal records and vetting checks in the event of an individual being offered the position. We will only ask about convictions which are defined as 'not protected'.
About The Team
One of the best-known names in cruising, Princess Cruises is the world’s leading international premium cruise line and tour company operating a fleet of 14 modern cruise ships, carrying two million guests each year to 330 destinations around the globe. In 2017 Princess Cruises, with parent company Carnival Corporation, introduced MedallionClass holidays enabled by the Medallion, the travel industry’s most advanced wearable device, provided free to each guest sailing on a MedallionClass ship. The award-winning innovation offers the fastest way to an effortless personalised holiday giving guests more time to do the things they love most. The company is part of Carnival Corporation & plc.
Join us on our journey - apply now.