Princess Cruises · 1 month ago
Contact Center Training, Knowledge and Quality Analyst - Remote
United States
Full-time
Remote
Mid Level
3+ years expPrincess Cruises is the world’s leading international premium cruise line and tour company, known for providing exceptional experiences to its guests. They are seeking a Contact Center Training, Knowledge & Quality Analyst to analyze performance data, support training design, and manage quality frameworks to connect frontline execution to enterprise-level service objectives.
Adventure TravelLeisureTourismTravelTravel Agency
Responsibilities
Design, build, and maintain reporting dashboards using Power BI to track and visualize key performance indicators (KPIs) related to training, knowledge base usage, and quality assurance
Extract and analyze large datasets from Snowflake, Salesforce, and other data sources to identify trends, performance gaps, and improvement opportunities
Provide timely and accurate reporting on quality monitoring results, including calibration sessions, agent scoring, and compliance metrics, ensuring consistency and visibility across teams
Analyze post-training data to evaluate training impact on agent performance and retention of knowledge; deliver insights to the Manager of Training and Knowledge and other relevant stakeholders
Track and report on knowledge base utilization, article effectiveness, and gaps, using data to support continuous improvement efforts in knowledge management
Partner with Training, Quality, and Contact Center leaders to ensure reports are aligned with evolving business goals and identify key metrics for ongoing development and refinement
Validate data accuracy across reporting systems, troubleshoot inconsistencies, and implement processes to maintain reliable and actionable insights
Create and distribute recurring and ad-hoc reports with clear visualizations and narratives that summarize performance trends and strategic recommendations
Qualification
Required
Bachelor's degree in business, Statistics, Communications, Education, or a related field (or equivalent experience)
Advanced proficiency in Excel and data visualization tools (Tableau, Power BI, Snowflake, or similar)
Strong Analytical and critical thinking skills with the ability to translate data into actionable insights
Excellent written and verbal communication skills
3+ years of professional experience in a contact center, customer service operations, or quality assurance environment
At least 2 years of experience in data analysis, reporting, or business intelligence, preferably using tools like Power BI, Snowflake, and Salesforce
Experience building and analyzing performance dashboards and QA/training effectiveness reports
Experience collaborating with cross-functional teams, including trainers, QA specialists, and operations leaders
Benefits
Cruise and Travel Privileges for You and Your Family
Health Benefits
401(k)
Employee Stock Purchase Plan
Training & Professional Development
Tuition & Professional Certification Reimbursement
Rewards & Incentives
Company
Princess Cruises
One of the best-known names in cruising, Princess Cruises is a global cruise and tour company.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Carmen Corvos-Roig
Senior Vice President of Sales
Gustavo Antorcha
President
Recent News
Company data provided by crunchbase