Customer Service Trainer

What's your new role about?
Welcome to DAZN, the world's leading live OTT sports service. Disrupting an industry isn't easy! DAZN is playing more hours of live sport 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 have experience of creating training content and programs to ensure agent readiness. This includes the design and delivery of product and soft skills training, aligned with best practices of instructional design and learning theories. You will play a key role working across markets and driving a global standard of training.

This role will be based in our brand new Hyderabad office. Join us in India's beautiful “City of Pearls” and bring your ambition to life. Benefits will include access to DAZN, an annual performance related bonus, family friendly community, free access for you and one other to our workplace mental health platform app (Unmind), learning and development resources and access to our internal speaker series and events.
As our new Customer Service Trainer & Quality Analyst you'll have the opportunity to:

• Define our success metrics within Training
• Build a training plan and deliver it
• Work on strategic projects and ensure business readiness
• Work with CS Operations to ensure agent readiness
• Work across markets and regions globally
• Support improving our global KPI's

You'll be set up for success if you have:

• Customer service background
• Zendesk Knowledge
• Training design experience
• Training delivery experience (virtual/classroom/blended)
• Quality assurance experience in a customer service environment
• 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