Job Description

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We take enormous pride from bringing to life P&O Cruises; one of the most iconic brands from Britain's rich seafaring heritage. Our Carnival UK Contact Centre Operation (CCO) team is in search of a Platform & Systems Quality Specialist, who is crucial in supporting our CCO direction and nurturing a high-performing team.



Your accountabilities will include:


Develop a deep individual understanding of the contact centre's operating model, in particular the strategic deployment of AI/Generative AI solutions Develop a deep individual understanding of the contact centres platforms and tools, including not but not limited to, system of interaction, system of record, knowledge management platforms, AI tools and platforms Testing the effectiveness of AI implementations including the accuracy of contact routing, knowledge retrieval, notes summarising and topic detection Monitoring the performance of AI/Generative AI solutions in the live environment including for accuracy and quality Review AI-generated content, including system-generated responses and content from the knowledgebase, ensuring accuracy, brand alignment, and consistency across digital channels

Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK10, offered as a full-time position, on a permanent basis, we offer hybrid work including up to two days from home.

Requirements: Your Expertise and Leadership

To thrive as a Platform & Systems Quality Specialist within the CCO team, we're looking for:


Knowledge of Contact Centre systems Knowledge of Generative AI tools or platforms

About You: A Catalyst for Change

We believe that diversity enriches our team. We're interested in candidates who:


Experience in Contact Centre Quality Assurance, Technology Quality Assurance or Contact Centre Platforms & Systems

Why Join Us?

Working with us is about more than a job. It's about creating unforgettable holiday happiness for our guests and a fulfilling career for you. Our benefits package reflects our commitment to your wellbeing:


Employee Discounted Cruising plus Friends and Family offers A friendly welcome with help settling in Regular office events including live entertainment, lifestyle events and charity partner fundraisers Extensive learning and development opportunities Minimum 25 days leave, bank holiday allowance and holiday trading scheme Employee-led networks Employee Assistance and Wellbeing programmes Recognition scheme with prizes and awards Contributory Defined Contribution Pension scheme Company paid private medical and dental insurance and health assessment In-house Occupational Health help and access to digital GP Life Assurance Parental and adoption leave Employee Shares Plan Electric Car and Cycle to Work schemes Onsite restaurant offering range of healthy cooked and grab and go meals Discounted retail and leisure via discounts portal

Recruitment Journey

For more information on your recruitment journey, please visit https://bit.ly/CUKCandidateJourney.

#LI-Hybrid


#Job Functions: Customer Service; Research; Sales;


#LI-KP1

About Us

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Holidays are one of life's greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise.

No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world's largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain's rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.

Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. 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, equity 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.