CS Quality & Training Lead

CS Quality & Training Lead

Department: 85-432 - Customer Services

Employment Type: Fixed Term Contract

Location: Japan - Tokyo

Reporting To: Hiro Yamada

Description
Disrupting an industry isn't easy! DAZN is playing more hours of live sports than any other company anywhere in the world!

As we bring new ideas to market and evolve our product, it's essential that we execute to a high standard in Customer Services and evolve our model in service to looking after our fans.

You will lead the charge on defining DAZN's CS quality framework, working across suppliers and inhouse operations. You will use your analysis skills and leverage our quality systems to focus in on the key areas of improvement. You will shape this into a plan and execute, monitoring the key quality KPI's that demonstrate the tangible difference you are making to our customers.

You will have experience in working on quality projects, ensure Customer Experience does not drop during change periods, whilst also ensuring we're business ready to adopt quality improvements.

Welcome to DAZN, the world's leading live OTT sports service.

業界を変革することは簡単ではありません！DAZNは世界中で最も多くのライブスポーツを配信しています。
新しいアイデアを市場に投入し、製品を進化させる際には、カスタマーサービスにおいて高い基準で実行し、ファンを大切にするためにモデルを進化させることが不可欠です。
あなたはDAZNのCS品質フレームワークを定義するリーダーとして、サプライヤーや社内オペレーションと協力して取り組みます。分析スキルを活用し、品質システムを利用して改善が必要な主要分野に焦点を当てます。これを計画にまとめて実行し、顧客に対する具体的な違いを示す主要な品質KPIを監視します。
品質プロジェクトに取り組んだ経験があり、変革期間中に顧客体験が低下しないようにし、品質改善を採用する準備が整っていることを確認します。

ようこそDAZNへ、世界をリードするライブOTTスポーツサービスです。



As our new CS Quality & Training Lead, you'll have the opportunity to:
• Define our CS Quality standards
• Review Customer experiences and analyse areas of improvement
• Improve our training and coaching delivery, by working with our 3rd party providers and inhouse teams
• Work on CS tooling such as knowledge base, Zendesk, translations
• Support improving our global KPI's
• Bringing new rights and products to market, ensuring a high quality of Customer Experience

• CS品質基準の定義
• 顧客体験のレビューと改善点の分析
• サードパーティプロバイダーや社内チームと協力してトレーニングとコーチングの提供を改善
• ナレッジベース、Zendesk、翻訳などのCSツールの作業
• グローバルKPIの改善をサポート
• 新しい権利や製品を市場に投入し、高品質の顧客体験を確保

You'll have:
【Experience】
• Customer service background
• Zendesk knowledge
• Quality framework experience
• Worked with 3rd party suppliers and or/inhouse CS teams
• Worked with different countries
• Used to working in a digital world, with digital contact channels

• カスタマーサービスの実務経験
• Zendeskの知識
• 品質フレームワークの経験
• サードパーティサプライヤーや社内CSチームとの協力経験
• 他国での業務経験
• デジタルコンタクトチャネルを使用したデジタル環境での業務経験

【Skills】
• Good at planning and executing
• Analytical, inquisitive, problem solver
• Excellent at stakeholder management
• Good communicator – clear and concise
• Bi-lingual (English speaking)
• Keen interest in sports

• 計画と実行が得意
• 分析的、好奇心旺盛、問題解決能力
• ステークホルダー管理が優れている
• 明確で簡潔なコミュニケーション能力
• バイリンガル（英語でのコミュニケーション）
• スポーツへの強い関心

Benefits
• Social security included （Health care insurance, Employee pension scheme, Employment insurance, Labour personal accident insurance）
• Confirmation of the base annuity system
• Annual Health Exams
• Annual paid leave of 15 days （The first year will be granted based on the month of hire）
• Benefit Station - employee benefit package
• Company doctor （monthly inspection of office as well as stress check）
• Free access to our service （live or on－demand sports streaming service） on a daily basis
• Access to free tickets for games and occasionally for other sports
• Commuting allowance *Up to 30,000 yen per month

• 各種保険(健康保険、厚生年金、雇用保険、労働災害保険)
• 確定拠出年金制度
• 年次健康診断
• 年次有給休暇15日(入社初年度は入社月に応じて付与します)
• ベネフィットステーション
• 産業医(毎月のオフィスチェックとストレスチェック)
• DAZNでの無料視聴
• Jリーグの全試合の無料チケット、他スポーツの無料チケット権利
• 通勤手当 ※月3万円まで
About DAZN

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be.

As part of our team, you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.

DAZN VALUES – THE ‘HOW' IN WHAT WE DO:

Agility and creativity fuel growth and innovation, to Make It Happen.

Prioritising what matters drives progress and positive outcomes, Focusing On Impact.

Collective ambition builds optimism and success, in order to Win As One.

At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities.

Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone.

If you'd like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.

Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.

We look forward to hearing from you.