Quality Assurance & Training Lead Princess Cruises | Sydney NSW (Remote – with occasional Chatswood office attendance) Ready to step into a role where you can shape team performance and elevate the customer experience? We're looking for a proactive and people-focused Quality Assurance & Training Lead to join our Guest Relations team supporting Princess Cruises. In this role, you'll take ownership of quality standards, assess team performance, and identify opportunities for improvement. You'll deliver targeted coaching and training to strengthen capability, uplift performance, and support consistent, high-quality guest experiences. You'll also play a key role in identifying trends and opportunities to enhance AU Guest Relations and the overall customer experience across the ANZ market via our contact centre. This role is primarily remote and based in Sydney, with occasional attendance required at our Chatswood office. There will also be some collaboration across global teams to maintain alignment in quality standards. Why You'll Love Working With Us At Carnival Corporation & plc, we offer a supportive, flexible, and rewarding workplace that recognises great work and helps our people thrive. In this role, you'll enjoy a range of exceptional benefits, including: 9-day fortnight – enjoy a long weekend every second week (on full pay!) Remote role based in Sydney with occasional Chatswood office attendance⚓ Exclusive travel benefits across cruise, airline and hotel partners Competitive salary and super Health & wellbeing – access to classes such as Pilates and yoga Social events – monthly drinks, themed events and lunch & learns Recognition and reward for great work Key Responsibilities Evaluate customer interactions to ensure high-quality service and consistent standards Deliver coaching and feedback to support team development and performance Partner with Team Leaders to uplift capability and drive continuous improvement Identify performance trends and opportunities to improve Guest Relations and customer experience across the ANZ market Deliver engaging training to support new processes, systems, and skills Lead calibration sessions to ensure consistency and best practice Support improvements to the overall customer experience About You Demonstrated experience in a contact centre or customer-focused environment 2 years' experience in quality assurance, training, or a similar role Confidence delivering clear, supportive coaching and feedback Strong organisational skills with the ability to manage competing priorities Ability to work independently while building strong relationships * A positive, engaging approach with a genuine interest in contributing to a supportive team culture About Us Carnival Corporation & plc is the world's leading cruise holiday company, representing iconic brands including Princess Cruises, Cunard, Carnival Cruise Line, Holland America Line and Seabourn. At Carnival, we pride ourselves on creating an inclusive, flexible and fun workplace where individuality and collaboration thrive. We welcome applications from all backgrounds and communities — including Aboriginal and Torres Strait Islander peoples, the LGBTQIA community, and people living with disability. Suitable candidates may undergo background checks, including police checks, skills testing and reference checks. Apply Now! If you're someone who enjoys improving performance, supporting people, and driving meaningful change — we'd love to hear from you.
