Head of Training

Head of Training

Department: 73-432 - Customer Services

Employment Type: Permanent - Full Time

Location: India - Hyderabad

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

As our new Head of Training and Quality, you will own our end-to-end quality and training teams, ensuring every Customer interaction is a high quality and great experience. You will work across product, global markets, contact centres (in-house and outsourced) ensuring training is delivered, policies are managed, and quality is checked, improved and managed.

You will play a key role in the CS senior leadership team and will own the training and quality programmes linked to product changes, policy management, knowledge base, new CS tech, and the set-up of new contact centres.

You will work on projects, build a high performing teams, bring new quality technology and drive quality improvements across contact centre agents and management teams. Ultimately, you'll be focused on reducing the need for Customers to contact us and when they do they get the answer they need first time.

You will play a key leadership role working across markets and driving a global standard to quality and training in Customer Services.

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

Key Responsibilities
As our new head of training and quality (m/f/d), you'll have the opportunity to:

• Define our training and quality framework
• Own our Knowledge Base
• Work on projects delivering new products
• Manage a large team focused on – policy, journeys, training content, KB, quality
• Improve our training and coaching delivery, by working with our 3rd party providers and inhouse operation
• Work across markets and regions globally
• Support improving our global KPI's

Skills, Knowledge & Expertise
You'll be set up for success if you have:

• Customer service background
• Zendesk background
• Quality framework experience
• Worked with 3rd party suppliers and in house operations
• Worked with different countries and understand how local market nuances impact quality
• Used to working in a digital world, with digital contact channels

You'll be successful if you:

• Are resilient
• Tenacious
• Good at planning and executing
• Analytical, inquisitive, problem solver
• Excellent at stakeholder management
• Good communicator – clear and concise
• People person
• Keen interest in sports

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.