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Training Specialist
4 years ago
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.
Training Specialist
San Mateo, CA
This role reports to the Training & Quality Manager and you will be part of the Global Consumer Experience team, responsible for assessing and positively impacting upon quality and training of Consumer Experience.
You will work closely with PlayStation’s internal teams and external BPO partners and is responsible for identifying and addressing training requirements for Americas, covering English, Spanish, Portuguese and French-Canadian languages, across 4 locations.
You will be responsible for leading, reviewing and crafting training documentation, as well as delivery of training when required, refresher programmes and product information such as a new feature or product launches.
Responsibilities
- Identify specific training requirements, knowledge gaps and quality challenges, proposing and implement solutions
- Create and maintain CX training documents and devise training roadmaps, ensuring we are aligned as global team.
- Design and demonstrate innovative training methods to increase speed to proficiency
- Create and handle new hire training & induction programme in partnership with the BPO
- Monitor and evaluate training program’s effectiveness, success and return on investment periodically and report on them
- Understanding of budget
- Maintains understanding of new educational and training techniques and methods
Experience
- 5+ years relevant experience and a BS or BA degree
- Experience working with external vendor partners.
- Knowledge and experience of online gaming, online media and digital content
- Proven basic understanding of training, roadmaps, instructional design, communication and/or education.
Skills
- Ability to fundamentally understand performance drivers and operate against defined goals.
- Ability to work under own initiative, take ownership of processes and devise solutions to identified challenges
- Ability to drive operational initiatives with team and external partners.
- Proven success handling partners, driving the execution of projects, with a flexible and dynamic approach in an environment that is constantly evolving
- Strong communications, including written, facilitation and presentation skills
- Basic knowledge and skills in analyzing, implementing and improving learning and development for all levels of partners.
- Strong consulting, influencing, contracting, client engagement, analytical skills.
- Eye for quality and attention to detail.
- Self-starter and able to work independently with minimal direction.
- Effective planning, time management and organizational skills
- Strong customer orientation.
- Understanding of cultural differences that may impact consumer and agent expectations
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, gender identity, marital status, genetic information or membership in any other legally protected category.
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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