[Hiring] Contact Center Training, Knowledge and Quality Analyst @Carnival Corporation

Role Description

We are looking for an amazing Contact Center Training, Knowledge & Quality Analyst to fill this role, which is based remotely. The Contact Center Training & Quality Analyst is a critical role within the organization; by analyzing performance data, supporting training design, and managing quality frameworks, the Analyst connects frontline execution to enterprise-level service and operational objectives.

• 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.

Qualifications

• 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 Description