Senior Training & QA Architect - Scalable Customer Ops

Scribd, Inc.; Chicago (IL); Hybrid; USD 71,000 - 110,000; Full time

Benefits offered by this job

Scribd Flex (flexible work model)

Comprehensive health, dental, and vis​

Mental health support and disability​​

Generous paid time off

Paid parental leave

Retirement matching

Learning and development programs

Wellness and home office stipends

Complimentary access to Scribd suite

Job summary

Scribd, Inc. is seeking a Senior Training & Quality Assurance Strategist to build scalable training and quality programs for Customer Operations. You will design curricula, rubrics, and calibration processes to ensure consistent, high-quality support across internal and outsourced teams.

You will own knowledge bases, drive improvements from QA insights, and work with leaders to implement systems changes. This role emphasizes influence, data-driven results, and cross‑functional collaboration.

Qualifications

• 4+ years in training, QA, or learning and development, in customer support or operations.
• Experience building training curricula and quality standards.
• Experience designing training for adult learners.
• Experience with multiple delivery models (internal + outsourced).
• Experience managing a knowledge base and LMS.
• Experience with AI-enabled QA and traditional QA.

Responsibilities

• Design the training curriculum, quality rubrics, and calibration process.
• Own the agent knowledge base and training program; keep them current.
• Identify skill gaps using QA data and leader feedback; design onboarding.
• Measure training impact on real performance and report results to leadership.
• Audit workflows and perform root-cause analysis to fix underlying issues.
• Influence workflows and process improvements based on QA insights.
• Run calibration sessions with leaders to ensure consistent grading.
• Leverage AI tools to review more interactions and speed training.
• Maintain Help Center content so training reflects what customers see.
• Collaborate with Trust & Compliance to reflect requirements.
• Own a company-wide customer advocacy training program.

Skills

Training program design

Quality assurance

Adult learning design

Cross‑functional collaboration

Influence without authority

Root cause analysis

Data fluency

Writing & communication

Tools

Knowledge base software

Learning management system

Job description

Scribd, Inc. is seeking a Senior Training & Quality Assurance Strategist to build scalable training and quality programs for Customer Operations. You will design curricula, rubrics, and calibration processes to ensure consistent, high-quality support across internal and outsourced teams.

You will own knowledge bases, drive improvements from QA insights, and work with leaders to implement systems changes. This role emphasizes influence, data-driven results, and cross‑functional collaboration.