Contact Center Audit Specialist

JOB SUMMARY:

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.

ESSENTIAL 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
• 2 + years of CCL Contact Center experience required 
• Must have lead or coach experience
• Auditing experience required
• Must have sequel experience required
• Must have database and reporting experience required
• Specialty departments OK to apply

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.
• Excellent 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.  
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 8 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, wi