Senior Training & Quality Assurance Strategist

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 on a mission to advance human understanding. Our four products — Scribd®, Slideshare®, Everand™, and Fable — help billions of people across the globe move beyond access and into insight, application, and expertise.

Culture at Scribd, Inc.

We support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer.

We believe the best work happens when individual flexibility is balanced with meaningful community connection. Scribd Flex empowers employees to choose the workstyle and location that support their best performance, while committing to intentional in‑person moments that strengthen collaboration and culture. Occasional in‑person attendance is required for all Scribd, Inc. employees, regardless of location.

So what are we looking for in new team members? At Scribd, Inc., we hire for “GRIT.” Traditionally defined as the intersection of passion and perseverance toward long‑term goals, GRIT reflects the mindset we expect from every employee. For us, it also serves as a practical framework for how we work: setting and achieving Goals, delivering Results within your role, contributing Innovative ideas and solutions, and strengthening the broader Team through collaboration and attitude.

This posting reflects an approved, open position within the organization.

About The Team And Role

Customer Operations is the backbone of trust and reliability for readers, listeners, and creators across our products. Our team makes sure every support interaction, whether with a paying subscriber or a creator publishing on our platform, is handled with quality, consistency, and care. We also help keep the platform and its community safe, including handling sensitive content and legal or policy‑related requests.

As Senior Training & Quality Assurance Strategist, you’ll build the training and quality program that helps every customer get consistently great support, whether from our internal teams or our outsourced partners. You’ll design the curriculum, quality rubrics, and calibration process that turn quality from something we measure after the fact into something we build in from the start. This is a foundational role: you’ll shape what great support looks like across Customer Operations and build a program that can scale with us. You’ll also use what quality and training reveal to influence how we work, helping teams find better, smarter ways to get things done. You’ll lead through influence, partnering closely with the leaders who manage the people doing the work.

About You

You’re a builder who can connect the pieces we have today into one structured, proactive program, and you know the difference between a training program that looks good on paper and one that actually changes performance. You take initiative without waiting for direction and stay comfortable with ambiguity, including in a remote environment. You can get buy‑in and drive real change across teams you don’t manage, through credibility and relationships, not a reporting line. That means carrying yourself with confidence in front of leaders, challenging a decision respectfully, and bringing people along. You think in systems: you don’t just fix the immediate error, you look for what let it happen in the first place.

What You’ll Do

• Design the training curriculum, quality rubrics, and calibration process that set one clear standard of excellence for Customer Operations, so quality is built in from the start instead of checked after the fact
• Own the agent knowledge base and training program, keeping them accurate and current as our products and policies change, so agents have the right answer when they need it
• Find the skill gaps holding teams back using QA data, interaction insights and leader feedback, and design onboarding and training that closes them
• Prove that training works by measuring its effect on real performance, not just completion, and report the results to leadership
• Audit workflows and run root‑cause analysis to separate process problems from individual performance, so we fix the cause and not the symptom
• Influence how we work: turn what QA and training reveal into workflow and process improvements, and work with leaders to put them in place so teams work better and smarter
• Run calibration sessions with leaders so grading is consistent, and equip them with the tools to coach their own teams
• Use AI‑enabled tools to review more interactions and build training faster, so every agent gets timely, consistent feedback and leaders see quality trends sooner
• Stay close to our Help Center and customer‑facing content so agents are trained on what customers actually see, and flag gaps back to the team that owns it
• Work with our 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, a “day in the life” of Customer Operations, so everyone understands our customers’ experiences

What You Have

• 4+ years in training, quality assurance, learning and development, or a related operations function, ideally in customer support or a contact center.
• A 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, 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, 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
• A 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, including building agreement on a single quality standard across different perspectives and applying it consistently

At Scribd, Inc., your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location. San Francisco is our highest geographic market in the United States.

In the state of California, the reasonably expected salary range is between $85,000 [minimum salary in our lowest geographic market within California] to $115,000 [maximum salary in our highest geographic market within California].

In the United States, outside of California, the reasonably expected salary range is between $70,500 [minimum salary in our lowest US geographic market outside of California] to $110,000 [maximum salary in our highest US geographic market outside of California].

In Canada, the reasonably expected salary range is between $90,000 CAD[minimum salary in our lowest geographic market] to $102,000 CAD[maximum salary in our highest geographic market].

We carefully consider a wide range of factors when determining compensation, including but not limited to experience; job‑related skill sets; relevant education or training; and other business and organizational needs. The salary range listed is for the level at which this job has been scoped. In the event that you are considered for a different level, a higher or lower pay range would apply. This position is also eligible for a competitive equity ownership, and a comprehensive and generous benefits package.

Working at Scribd, Inc.

Are you currently based in a location where Scribd, Inc. can employ you?

Employees must have their primary residence in or near one of the following cities. This includes surrounding metro areas or locations within a typical commuting distance:

United States

Atlanta | Austin | Boston | Dallas | Denver | Chicago | Houston | Jacksonville | Los Angeles | Miami | New York City | Phoenix | Portland | Sacramento | Salt Lake City | San Diego | San Francisco | Seattle | Washington D.C.

Canada

Ottawa | Toronto | Vancouver

Mexico

Mexico City

Benefits At Scribd, Inc.

• 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

We want our interview process to be accessible to everyone. You can inform us of any reasonable adjustments we can make to better accommodate your needs by emailing [e-mail] about the need for adjustments at any point in the interview process.

If you apply for a job with Scribd, Inc. or otherwise engage with us in connection with employment (including as an employee, contractor, or other personnel), the personal information we process in that context is subject to our Employee and Applicant Privacy Policy, which is available here.

Scribd, Inc. is committed to equal employment opportunity regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage people of all backgrounds to apply, and believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful.