Contact Center Training, Knowledge and Quality Analyst - Remote

Holland America Group•Fort Lauderdale, FL

6d•Remote

About The Position

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply cannot. The Love Boat promises something for everyone. 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. Here is a summary of what Princess is looking for in its Contact Center Training, Knowledge & Quality Analyst. Is this you?

Requirements

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.

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.