Quality Assurance

Our Holland America Line & Seabourn brands have a fantastic opportunity for a **Quality Assurance & Training Specialist** to join our close-knit and passionate team This role will see you driving the quality and continuous improvement of our AU Customer Service team by leading our Quality Assurance program and developing and facilitating training sessions that support ongoing team growth and customer service excellence. You'll start with training in our Chatswood office before transitioning to flexible working arrangements

**First things first, check out what's on offer**
- Competitive base salary + super
- Flexibility to work remotely after training
- An inclusive and diverse workplace with an amazing team culture
- Access to our Health & Wellbeing support programs (physical, mental, and financial)
- Incredible discounts on cruises, plus hotel and airline partner offers
- Click to see more benefits

**Your key responsibilities will include but are not limited to**:

- Identify coaching needs and training opportunities through call monitoring and feedback
- Develop and facilitate engaging training programs for new starters, sales, product, and system enhancements
- Work closely with Team Leaders to address policy, procedure, and quality assurance matters promptly
- Provide real-time support via the support helpline, empowering the team to resolve customer issues
- Coordinate documentation updates for policies, procedures, and product knowledge
- Report on QA outcomes, customer satisfaction trends, and training activities to management
- Act as a Subject Matter Expert for HAL and Seabourn reservations and customer service processes

**About You**:
You are passionate about training and quality improvement with a background in customer service or the travel industry. You have an eye for detail, a proactive mindset, and a love for helping others achieve their best. Your approachable style, strong communication skills, and ability to manage multiple priorities will see you succeed in this important role.

**To be successful in the role, you will demonstrate**:

- 2+ years' experience in a similar QA and/or training role
- Experience and knowledge within travel is advantageous
- Excellent communication skills - written, verbal, and listening
- Proven organisational and time management skills with the ability to work independently
- A strong customer service focus with a passion for continuous improvement
- Confidence delivering training to groups or one-on-one, both online and in person
- Advanced skills in the Polar Reservation system and intermediate MS Office skills (Word, Excel, PowerPoint)
- A collaborative, resilient, and proactive attitude that thrives in a dynamic environment
- Availability to attend 1 week of in-office training at our Chatswood location

**About Us**:
For 150 years, Holland America Line has been a recognised leader in cruising, taking guests to exotic destinations around the world, delivered in a gracious and elegant style. Holland America Line's fleet of 11 modern classic ships travel to more than 425 ports of call-in 100+ countries, on all seven continents. We are proud of our environmental program and as part of our collective social responsibility, the company, employees and guests have joined to give back to communities and organizations around the world. Every Holland America Line employee is committed to providing a truly extraordinary experience for our guests. You will be a valued member of an exceptional team, representing two of the world's most popular cruise lines. _Ready to join Holland America Line for a once-in-a-lifetime experience? _

Carnival Corporation & plc is part of the worlds' leading cruise holiday company, representing iconic brands including Carnival Cruise Lines, Princess Cruises, Cunard, Costa, P&O World cruising, AIDA and Holland America Line and Seabourn. At Carnival we pride ourselves on promoting an inclusive and flexible workplace culture where individual differences are valued.
- Only approved recruiters on our panel will be engaged, and unsolicited resumes from agency recruiters will not be accepted._