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Head of Training & Quality

Telangana, India (On-site)

Head of Training & Quality

1 Month ago • All levels

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Job Description

DAZN, the world's leading live OTT sports service, seeks a Head of Training and Quality to lead our end-to-end quality and training teams. You'll oversee all customer interactions, ensuring a high-quality experience. You'll collaborate across product, global markets, and contact centers (in-house and outsourced) to deliver training, manage policies, and enhance quality. This role is critical in the CS senior leadership team, owning training and quality programs linked to product changes, policy management, knowledge base, new CS tech, and new contact center setups. You'll spearhead projects, build a high-performing team, implement new quality technology, and drive improvements across contact center agents and management. Your ultimate goal is to minimize customer contact and ensure first-time resolution when they do reach out. You'll play a key leadership role across markets, driving a global standard for quality and training in customer services.

Must have:

Customer service background
Zendesk background
Quality framework experience
Experience with 3rd party suppliers and in-house operations
Understanding of local market nuances impacting quality
Digital world experience with digital contact channels
Resilience
Tenacity
Planning and execution skills
Analytical, inquisitive, problem-solving abilities
Excellent stakeholder management
Clear and concise communication
People skills
Keen interest in sports

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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.

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

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

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:

AMBITIOUS – people who want to make a big impact and drive DAZN forward.

INVENTIVE – people with bright ideas who deliver great new experiences for our customers – and improvements for our business. People who come up with better, simpler ways of doing things.

PASSIONATE – people who are proud of our product, our content and our business – and love to shout about it. People who love what they do and show commitment every day.

BRAVE – people who take difficult decisions to help us focus on improving DAZN, our performance and our results.

SUPPORTIVE – people who know that we achieve more as a team than as individuals. People value inclusion and look out for each other, helping their colleagues enjoy their work and develop their careers. People who consider others before making decisions.

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.