CS Trainer and QA

DAZN, a tech-first sports streaming platform, is revolutionizing how fans experience live sports. With over 20 million paying subscribers across more than 200 countries and territories, we stream an extensive range of sports, including, football, boxing, racing, and basketball. As well as reputed leagues such as, FIFA Club World Cup, NFL Game Pass, and the National League. In the first half of 2024 alone, DAZN broadcasted 30,000 unique live sporting events to over 1.4 billion ready-to-connect devices in more than 200 markets. Our cutting-edge cloud-based architecture enables us to deliver seamless streaming experiences to millions of concurrent viewers across multiple platforms and devices.

As a Customer Service Trainer and Quality Analyst, you will be the primary resource for developing and maintaining employee skills and service quality while facilitating knowledge sharing to align with company goals and customer expectations. You will monitor and analyze performance to identify opportunities for continuous improvement. Additionally, you will also act as a liaison between the customer service team and management, ensuring effective communication and alignment of training and quality initiatives.

Work Schedule: This is an office-based role, with the team working in 24/7 shifts in our Hyderabad office. The role involves rotational shifts (including night shifts) and week-offs.

Key Responsibilities

1. Training and Development:

• Design, develop, and deliver training programs for new hires and existing employees.
• Conduct onboarding sessions to familiarize employees with company policies, systems, and expectations.
• Update training materials regularly based on new processes and product updates.
• Evaluate the effectiveness of training programs through employee assessments and feedback.

2. Quality Monitoring and Analysis:

• Monitor and evaluate customer interactions (emails/chats) to ensure compliance with quality standards.
• Develop and maintain quality frameworks and scorecards to assess team performance.
• Identify knowledge gaps and recommend targeted training sessions for improvement.
• Provide constructive feedback and coaching to customer service agents.
• Analyse trends in customer complaints and performance metrics to identify areas for improvement.
• Generate detailed reports on service quality and training outcomes for management review.

3. Shared Responsibilities:

• Collaborate with management to align training and quality objectives with organizational goals.
• Work on strategic projects and ensure business readiness
• Stay updated on industry best practices and incorporate them into training and quality programs.
• Promote a culture of continuous learning and service excellence within the team.
• Ensure all customer service employees are equipped with the skills and knowledge to meet and exceed customer expectations.
• Work across markets and regions globally

Skills, Knowledge & Expertise

• 4+ years of experience of global experience in customer service
• Quality assurance, training design and delivery experience (virtual/classroom/blended)
• Worked with different countries and understand how local market nuances impact quality
• Experience working in a digital world, with digital contact channels
• Good planning and execution skills
• An analytical, inquisitive and problem-solving approach
• Excellent stakeholder management
• Clear and concise communication
• A keen interest in sports
• Zendesk Knowledge

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.