Head of Training and Quality

3 weeks ago


Hyderabad, Telangana, India DAZN Full time
Transforming Customer Experience at DAZN

We're seeking a visionary leader to spearhead our customer service excellence initiative at DAZN, the world's leading live OTT sports service. As our new Head of Training and Quality, you'll be responsible for driving a global standard of quality and training in customer services, ensuring every interaction is a high-quality experience for our customers.

Key Responsibilities:
  • Define and implement a comprehensive training and quality framework
  • Own and manage our Knowledge Base, ensuring accurate and up-to-date information
  • Work on projects delivering new products and services, collaborating with cross-functional teams
  • Lead a large team focused on policy, journeys, training content, and quality
  • Improve our training and coaching delivery, working with 3rd party providers and in-house operations
  • Support improving our global KPIs, driving business growth and customer satisfaction
Requirements:
  • Customer service background, with experience in Zendesk
  • Quality framework experience, with a proven track record of driving excellence
  • Ability to work with 3rd party suppliers and in-house operations, managing multiple stakeholders
  • Experience working with different countries and understanding local market nuances
  • Strong analytical and problem-solving skills, with excellent stakeholder management and communication skills
What We Offer:
  • A dynamic and innovative work environment, with opportunities for growth and development
  • A competitive salary and benefits package
  • The chance to work with a talented team of professionals, passionate about delivering exceptional customer experiences

At DAZN, we're committed to fostering an inclusive environment that values equality and diversity. We believe that everyone has the opportunity to make a difference and contribute to our DEI journey. Join us in shaping the future of customer service excellence



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