Head of Training & Quality

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