Senior Training & Quality Strategy Architect

Scribd, Inc.; Dallas (TX); 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 and holidays

Paid parental leave and family support

Retirement matching and equity

Learning and development programs

Wellness and home office stipends

Complimentary access to Scribd suite

Enterprise access to AI tools

Job summary

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

You will design curricula, quality rubrics, and calibration processes to embed quality from the start, and partner with leaders to drive scalable improvements across internal and outsourced teams. You will own the agent knowledge base and training program, ensuring accuracy with evolving products and policies, and measure real impact on

Qualifications

• 4+ years in training, quality assurance, learning and development, or related operations (customer support or contact center preferred).
• Experience designing training for adult learners and multiple delivery models (internal and outsourced).
• Experience building training curricula and quality standards, not just administering existing programs.
• Strong data fluency to identify gaps and measure impact.
• Proven ability to influence leaders without formal authority.

Responsibilities

• Design and own the training curriculum, quality rubrics, and calibration process for Customer Operations.
• Own the knowledge base and training program, keep them accurate with changing policies.
• Identify skill gaps using QA data and leader feedback; design onboarding and training to close them.
• Demonstrate training impact with real performance metrics and report to leadership.
• Audit workflows to distinguish systemic issues from individual performance; fix root causes.
• Influence workflows and drive process improvements with leaders across teams.
• Run calibration sessions to ensure consistent grading and coach teams.

Skills

QA data analysis

Training program design

adult learning principles

influence without authority

calibration leadership

cross‑functional collaboration

data‑driven decision making

AI‑enabled QA experience

root‑cause analysis

system thinking

Tools

Knowledge base management

LMS/learning management systems

QA tools/automation

Job description

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

You will design curricula, quality rubrics, and calibration processes to embed quality from the start, and partner with leaders to drive scalable improvements across internal and outsourced teams. You will own the agent knowledge base and training program, ensuring accuracy with evolving products and policies, and measure real impact on