Head of Training and Quality
2 weeks ago
As our new Head of Training and Quality, you will be responsible for owning 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) to ensure training is delivered, policies are managed, and quality is checked, improved, and managed.
Key Responsibilities- 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.
- Work on projects, build a high-performing team, bring new quality technology, and drive quality improvements across contact centre agents and management teams.
- Play a key leadership role working across markets and driving a global standard to quality and training in Customer Services.
- 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.
- 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.
- Passionate: people who are proud of our product, our content, and our business – and love to shout about it.
- 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.
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.
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