Senior Training & Quality Architect - Remote

Scribd, Inc.; Los Angeles (CA); Hybrid; USD 85,000 - 115,000; Full time

Benefits offered by this job

Scribd Flex

Health, dental, and vision coverage

Mental health support

Generous paid time off

Paid parental leave

Retirement matching

Learning & development programs

Wellness stipend

Complimentary access to Scribd suite

Equity

Job summary

Scribd, Inc. is seeking a Senior Training & Quality Assurance Strategist to design scalable training and quality programs for Customer Operations. You’ll shape curricula, rubrics, and calibration that lift performance across internal teams and outsourced partners.

You’ll build and maintain the knowledge base and training programs, measure impact with QA data, and drive improvements with leaders. This foundational role scales with Scribd’s growth and global reach.

Qualifications

• 4+ years in training, quality assurance, learning and development, or related operations.
• Experience building training curriculum and quality standards, not just administering an existing program.
• Experience designing and facilitating training for adult learners.
• Experience across internal teams and outsourced partners.
• Experience managing knowledge bases and learning management systems.
• Strong data fluency for QA and performance analytics.

Responsibilities

• Design the training curriculum, quality rubrics, and calibration process that set one clear 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 and leader feedback; design onboarding and training to close them.
• Prove training effectiveness by measuring impact on real performance and report results to leadership.
• Audit workflows and perform root‑cause analysis to fix underlying issues.
• Influence workflow and process improvements, partnering with leaders to implement them.
• Run calibration sessions with leaders for consistent grading.
• Use AI‑enabled tools to review more interactions and accelerate training.
• Keep Help Center content aligned with training so agents see what customers see.
• Collaborate with Trust & Compliance to reflect requirements and handle sensitive cases.
• Own an ongoing, company‑wide customer advocacy training program describing a day in the life of Customer Operations.

Skills

Training

Quality assurance

Learning & development

Adult learning design

Change management

Tools

Knowledge base

Learning management system

Job description

Scribd, Inc. is seeking a Senior Training & Quality Assurance Strategist to design scalable training and quality programs for Customer Operations. You’ll shape curricula, rubrics, and calibration that lift performance across internal teams and outsourced partners.

You’ll build and maintain the knowledge base and training programs, measure impact with QA data, and drive improvements with leaders. This foundational role scales with Scribd’s growth and global reach.