Head Of Training • Lead

Who you are

You have a proven track record in leading training and quality initiatives, ideally within a customer service environment. Your resilience and tenacity enable you to navigate challenges effectively, while your analytical mindset helps you identify areas for improvement. You excel in planning and executing training programs that enhance customer interactions, ensuring that every customer receives a great experience. Your excellent communication skills allow you to convey complex ideas clearly and concisely, making you a trusted partner for stakeholders across the organization. You are a people person, capable of building strong relationships with team members and external partners alike. A keen interest in sports adds to your enthusiasm for the role, aligning with DAZN's mission to deliver exceptional sports content.

What you'll do

As the Head of Training and Quality at DAZN, you will define and implement a comprehensive training and quality framework that aligns with the company's goals. You will manage a large team focused on policy management, training content development, and quality assurance, ensuring that all customer interactions meet high standards. Collaborating with various departments, you will oversee the delivery of training programs and the management of the knowledge base, adapting to local market nuances as necessary. You will also work closely with third-party providers to enhance training delivery and coaching effectiveness. Your role will involve driving quality improvements across contact center agents and management teams, ultimately aiming to reduce customer inquiries and improve first-contact resolution rates. You will play a key leadership role in the customer service senior leadership team, contributing to strategic initiatives and fostering a culture of continuous improvement.

What we offer

At DAZN, you will have the opportunity to work in a dynamic environment that values innovation and excellence. We offer competitive compensation and benefits, along with the chance to be part of a team that is transforming the sports industry. You will have access to professional development opportunities, allowing you to grow your skills and advance your career within the organization. Join us in our mission to deliver the best live sports experience to fans around the world.