PlayStation isn’t just the Best Place to Play —it’s also the Best Place to Work. We’ve thrilled gamers since 1994, when we launched the original PlayStation. Today, we’re recognized as a global leader in interactive and digital entertainment. The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.
Quality Program Manager--San Mateo
PlayStation is for everyone. Global Consumer Experience (CX) provides global services, including outstanding customer care, digital commerce support, and online platform moderation. Our focus is to build and retain brand loyalty by representing the phenomenal entertainment ecosystem available on PlayStation.
The Quality Program Manager reports to the Manager, Training, and Quality, and will be part of the Global Agent Enablement team, responsible for assessing and positively impacting the quality of our Players experience.
The Quality Manager will work closely with PlayStation’s internal teams and external BPO partners and is responsible for identifying and addressing quality requirements for Americas, covering English, Spanish, Portuguese and French/Canadian languages, across 4 locations and supporting EMEA covering 23 languages.
The role will involve management of the quality monitoring architecture ensuring we are globally aligned, measuring the end to end customer journey, and providing voice of customer data and experience to positively impact processes and training requirements. Removing barriers to great play, influencing a frictionless experience. The Quality Manager will conduct regular quality reviews and calibrations of first, second- and third-line Support teams and deliver reports that provide tangible evidence to support proposed improvements.
Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to race, color, religion, gender, pregnancy, national origin, ancestry, citizenship, age, legally protected physical or mental disability, covered veteran status, status in the U.S. uniformed services, sexual orientation, marital status, genetic information or membership in any other legally protected category.
Reasonable Accommodation Notice Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.
We sincerely appreciate the time and effort you spent in contacting us and we thank you for your interest in PlayStation.
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Categories of personal information we collect from you
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A. Identification and contact information
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