About this role
DAZN, a tech-first sports streaming platform, is revolutionizing how fans experience live sports. With over 20 million paying subscribers across more than 200 countries and territories, we stream an extensive range of sports, including, football, boxing, racing, and basketball. As well as reputed leagues such as, FIFA Club World Cup, NFL Game Pass, and the National League. In the first half of 2024 alone, DAZN broadcasted 30,000 unique live sporting events to over 1.4 billion ready-to-connect devices in more than 200 markets. Our cutting-edge cloud-based architecture enables us to deliver seamless streaming experiences to millions of concurrent viewers across multiple platforms and devices. As a Customer Service Trainer and Quality Analyst, you will be the primary resource for developing and maintaining employee skills and service quality while facilitating knowledge sharing to align with company goals and customer expectations. You will monitor and analyze performance to identify opportunities for continuous improvement. Additionally, you will also act as a liaison between the customer service team and management, ensuring effective communication and alignment of training and quality initiatives. 1. Training and Development: Design, develop, and deliver training programs for new hires and existing employees. Conduct onboarding sessions to familiarize employees with company policies, systems, and expectations. Update training materials regularly based on new processes and product updates. Evaluate the effectiveness of training programs through employee assessments and feedback. 2. Quality Monitoring and Analysis: Monitor and evaluate customer interactions (emails/chats) to ensure compliance with quality standards. Develop and maintain quality frameworks and scorecards to assess team performance. Identify knowledge gaps and recommend targeted training sessions for improvement. Provide constructive feedback and coaching to customer service agents. Analyse trends in customer complaints and performance metrics to identify areas for improvement. Generate detailed reports on service quality and training outcomes for management review. 3. Shared Responsibilities: Collaborate with management to align training and quality objectives with organizational goals. Work on strategic projects and ensure business readiness Stay updated on industry best practices and incorporate them into training and quality programs. Promote a culture of continuous learning and service excellence within the team. Ensure all customer service employees are equipped with the skills and knowledge to meet and exceed customer expectations. Work across markets and regions globally