Senior Training & QA Architect for Scalable Support

Scribd, Inc.; Austin (CO); Hybrid; USD 71,000 - 110,000; Full time

Benefits offered by this job

Scribd Flex (flexible work model)

Health, dental, and vision coverage

Mental health support and disability

Generous paid time off and holidays

Parental leave and family support

Retirement matching and equity

Learning and development programs

Wellness and home office stipends

Product access to Scribd suite

Enterprise access to AI tools

Job summary

Scribd, Inc. is seeking a Senior Training & Quality Assurance Strategist to build a scalable training and quality program for Customer Operations.

You will design curricula, quality rubrics, and calibration processes that embed excellence from the start and guide both internal teams and outsourced partners. You’ll lead calibration with leaders, leverage QA data to close skill gaps, and drive improvements across workflows and policies.

Qualifications

• 4+ years in training, quality assurance, learning and development, or related operations function, ideally in customer support or a contact center.
• Builder’s mindset: experience building training curriculum and quality standards, not just administering an existing program.
• Experience designing and facilitating training for adult learners.
• Experience designing programs that work across multiple delivery models (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, and the judgment to know when each fits.
• Strong data fluency, comfortable using QA and performance data to identify gaps and measure real impact.
• Experience with root-cause analysis, distinguishing systemic or process issues from individual performance issues.
• Track record of improving workflows and processes, not just training people to follow them.
• Clear, concise writing and communication, from training materials to leader-ready reporting.
• Proven ability to influence and align leaders without formal authority, building agreement on a single quality standard across perspectives.

Responsibilities

• Design the training curriculum, quality rubrics, and calibration process that set a single standard of excellence for Customer Operations.
• Own the agent knowledge base and training program, keeping them accurate as products and policies change.
• Identify skill gaps using QA data, interaction insights, and leadership feedback; design onboarding and training to close them.
• Prove training impact by measuring real performance and report results to leadership.
• Audit workflows and perform root-cause analysis to fix systemic issues, not just symptoms.
• Influence workflows by turning QA and training findings into improvements and implementing them with leaders.
• Run calibration sessions with leaders to ensure consistent grading and provide coaching tools.
• Use AI-enabled tools to review more interactions and build training faster.
• Keep Help Center content aligned with what customers see; flag gaps to the owning team.
• Collaborate with Trust & Compliance to reflect regulatory and policy requirements in training and workflows.
• Own an ongoing, company-wide customer advocacy training program illustrating a day in the life of Customer Operations.

Skills

Training & QA

Adult learning

Program design

Knowledge base management

Learning Management System

AI QA / automation

Data fluency

Root cause analysis

Influence leadership

Written communication

Tools

AI tools

Job description

Scribd, Inc. is seeking a Senior Training & Quality Assurance Strategist to build a scalable training and quality program for Customer Operations.

You will design curricula, quality rubrics, and calibration processes that embed excellence from the start and guide both internal teams and outsourced partners. You’ll lead calibration with leaders, leverage QA data to close skill gaps, and drive improvements across workflows and policies.