Senior Training & Quality Assurance Strategist

Scribd•San Francisco, CA

12d•Hybrid

About The Position

Scribd, Inc. is hiring a Senior Training & Quality Assurance Strategist to build and scale the training and quality program for Customer Operations. The role will establish the curriculum, quality rubrics, and calibration processes that create consistent standards across internal teams and outsourced partners. It will use training and quality insights to improve team performance, workflows, and processes, and lead through influence in partnership with operational leaders. The strategist will own the agent knowledge base and training program, identify skill gaps, design onboarding and training, and assess the effect of training on actual performance. The role will audit workflows, conduct root-cause analysis, lead calibration with leaders, and apply AI-enabled tools to review customer interactions and develop training. It will also maintain alignment with customer-facing content and work with Trust & Compliance teams to ensure training and workflows address compliance requirements and sensitive cases. In addition, the role will own a company-wide customer advocacy program that helps employees understand customers’ experiences. Scribd, Inc. uses a flexible work model, with employees choosing a workstyle and location while attending occasional in-person gatherings. Employees must have their primary residence in or near one of the listed cities in the United States, Canada, or Mexico. The position is eligible for equity and a comprehensive benefits package. The stated salary ranges are $85,000–$115,000 in California, $70,500–$110,000 in the United States outside California, and CAD $90,000–$102,000 in Canada.

Requirements

At least 4 years of experience in training, quality assurance, learning and development, or a related operations function; customer support or contact center experience is preferred.
Experience building training curricula 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 human-led QA audits and automated, AI-enabled QA, and the judgment to determine when each is appropriate.
Strong data fluency, including using QA and performance data to identify gaps and measure impact.
Experience with root-cause analysis and distinguishing systemic or process issues from individual performance issues.
A track record of improving workflows and processes, not only training people to follow existing processes.
Clear, concise writing and communication skills, including preparing training materials and leadership reporting.
Ability to influence and align leaders without formal authority, build agreement on a shared quality standard, and apply it consistently.
Initiative, comfort with ambiguity and remote work, systems thinking, and the ability to challenge decisions respectfully and build relationships.

Nice To Haves

Experience in customer support or a contact center.

Responsibilities

Design the training curriculum, quality rubrics, and calibration process that establish a consistent standard of excellence across Customer Operations.
Own and maintain the agent knowledge base and training program as products and policies change.
Use QA data, customer interaction insights, and leader feedback to identify skill gaps and design onboarding and training.
Measure training’s effect on performance and report results to leadership.
Audit workflows and conduct root-cause analysis to distinguish process issues from individual performance issues.
Translate QA and training insights into workflow and process improvements, and work with leaders to implement them.
Run calibration sessions with leaders and equip them to coach their teams.
Use AI-enabled tools to review more customer interactions, develop training more quickly, provide timely feedback, and surface quality trends.
Stay aligned with the Help Center and customer-facing content, and flag content gaps to the responsible team.
Partner with Trust & Compliance teams so training and workflows reflect compliance requirements and sensitive cases are handled consistently.
Own an ongoing company-wide customer advocacy training program that gives employees a “day in the life” of Customer Operations.

Benefits

Competitive equity ownership.
Flexible work model.
Comprehensive health, dental, and vision coverage.
Mental health support and disability coverage.
Paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals.
Paid parental leave and family support benefits.
Retirement matching.
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.