Contact Center Audit Specialist-Remote

Job Description

The Contact Center Audit Specialist is responsible for internal audit support to the Contact Center, including the Sales & Guest Services organizations. The Specialist will act as a direct point of contact between the Corporate Audit area and the Contact Center organization. The position is responsible for partnering with the business to provide areas of opportunity for additional support and call monitoring and adherence.

Job Functions:

Responsible for all required audits for the contact center to be performed according to policies & procedures for each function.

Review and ensure reporting stats are updated monthly with accuracy. Establish any new audits or reporting stats requested.

Provides a collaborative approach between the internal contact center audit team, Corporate Audit, and the departments affected by the audit.

Provide quarterly statistics and annual presentations to senior management

Work with the IT department to ensure that all required reports are received and if not, work with them to resolve any issues.

Responsible that audit findings are communicated to management and issue reports are generated that include the outcome of the audit with actions that can be taken.

Maintain updated policies & procedures as necessary to ensure that the information is always up-to-date

Prepare ad hoc reports and analysis as requested by the Manager.

Performs other duties as assigned

Complies with all policies and standards

Qualifications:

Education: Bachelor’s degree in finance/accounting or related field of study preferred

Work Experience: 2 years with Carnival Cruise Line Contact Center for internal candidates or previous experience in a similar audit role preferred

Knowledge, Skills & Abilities:

Organizational skills to meet deadlines in fast paced, changing work environment

Must be detail orientated and possess the ability to organize documentation

Ability to communicate results succinctly to management in writing and verbally

Excellent verbal and written communication skills

Ability to work with minimal supervision.

MS Excel, MS Word, Hyperion or comparable application or tools

Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended period of time.

Travel: Minimal or no travel shore based

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential

This position is classified as “remote.” As a remote role, it allows employees to work full-time from the comfort of their home. It may also require regular travel to Carnival headquarters in Miami, Fl for in-office collaboration. Sourcing of candidates is primarily done in Carnival’s remote hubs of Orlando, Tampa, Atlanta, Houston, and Dallas. If the search is extended past those areas, candidates must be located in one of the following U.S. states: FL, GA, TX and NC. The range for this role’s base salary is $21.63-$31.25.  Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.  

Offers to select candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.  

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

Health Benefits:

Cost-effective medical, dental and vision plans

Employee Assistance Program and other mental health resources

Additional programs include company paid term life insurance and disability coverage 

Financial Benefits:

401(k) plan that includes a company match

Employee Stock Purchase plan

Paid Time Off

Holidays – All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday to be taken at the employee’s discretion. 

Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure.

Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.  

Other Benefits

Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends

Personal and professional learning and development resources including tuition reimbursement. 

On-site preschool program and wellness center at our Miami campus

#LI-Remote

#LI-RM2

About Us

In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.

Carnival Cruise Line is the most popular cruise brand in North America and operates a fleet of ships designed to foster exceptionally safe, fun and memorable vacation experiences at an outstanding value. Our employees have a responsibility to be accountable for all actions. We consider the environment in all aspects of our business and have a responsibility to put safety and sustainability first. We live and share a positive attitude which is based on fostering an environment of inclusion, trust, a willingness to listen, openness and integrity. Doing this helps us to achieve our ultimate goal, which is to include FUN in everything we do! Speaking of fun, we are officially certified as a Great Place to Work aboard our ships as well as in our global corporate headquarters!

Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical orsensory disability, or any other classification protected by applicable local, state, federal, and/or international law.

https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf