Senior Training & Quality Assurance Strategist

The role

You will build the training and quality program for Customer Operations. This includes designing curriculum, quality rubrics, and calibration processes for internal teams and outsourced partners.

What you will do

• Design training curriculum, quality rubrics, and calibration processes.
• Own the agent knowledge base and training program.
• Identify skill gaps using QA data and design training to close them.
• Measure training effect on performance and report results to leadership.
• Audit workflows and run root-cause analysis.
• Turn QA and training insights into workflow and process improvements.
• Run calibration sessions with leaders.
• Use AI-enabled tools to review interactions and build training.
• Flag gaps in Help Center and customer-facing content.
• Work with Trust & Compliance teams on training and workflows.

Required qualifications

• 4+ years in training, quality assurance, learning and development, or a related operations function.
• Experience building training curriculum and quality standards.
• Experience designing and facilitating training for adult learners.
• Experience designing programs for multiple delivery models, such as internal teams and outsourced partners.
• Experience managing a knowledge base and learning management system.
• Experience with both human-led QA audits and automated, AI-enabled QA.
• Strong data fluency.
• Experience with root-cause analysis.
• Track record of improving workflows and processes.
• Clear, concise writing and communication.

Nice to have

• Ideally in customer support or a contact center

Benefits

• Scribd Flex (flexible work model)
• Comprehensive health, dental, and vision coverage
• Mental health support and disability coverage
• Generous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals
• Paid parental leave and family support benefits
• Retirement matching and employee equity
• Learning and development programs and professional growth opportunities
• Wellness and home office stipends
• Complimentary access to the Scribd, Inc. suite of products
• Enterprise access to leading AI tools

Before you apply

• Employees must have their primary residence in or near specific listed cities in the US, Canada, or Mexico.

About the company

Scribd, Inc. is on a mission to advance human understanding through products like Scribd, Slideshare, Everand, and Fable.