Senior Training & Quality Strategy Lead

Scribd, Inc.; Seattle (WA); Hybrid; USD 71,000 - 110,000; Full time

Benefits offered by this job

Scribd Flex

Health, dental, vision coverage

Mental health support

Retirement matching

Learning and development programs

Wellness stipend

Job summary

Scribd, Inc. seeks a Senior Training & Quality Assurance Strategist to build and scale a company-wide training program that ensures consistently excellent support across our products.

You’ll design curricula, rubrics, and calibration, shaping quality from the start and guiding both internal teams and outsourced partners. You’ll lead cross-functional collaboration, measure impact with data, and drive improvements in workflows and content while informing leadership decisions.

Qualifications

• 4+ years in training, QA, learning and development, or related operations.
• Experience building training curriculum and quality standards.
• Experience designing for adult learners.
• Experience designing programs across internal and outsourced delivery.
• Experience managing a knowledge base or LMS.
• Strong data fluency to identify gaps and measure impact.
• Ability to influence leaders without formal authority.

Responsibilities

• Design the training curriculum, quality rubrics, and calibration process.
• Own the agent knowledge base and training program.
• Identify skill gaps and design onboarding to close them.
• Measure training impact and report results to leadership.
• Audit workflows to separate process problems from performance.
• Turn QA/training insights into workflow improvements.
• Run calibration sessions with leaders to ensure consistency.
• Leverage AI tools to review more interactions and accelerate training.
• Keep Help Center content aligned with customer experience.
• Collaborate with Trust & Compliance on training and workflows.
• Own a company-wide customer advocacy training program.

Skills

Training design

Quality assurance

Learning & development

Adult learning design

Data-driven decisions

Cross-functional influence

Remote collaboration

Tools

LMS

Job description

Scribd, Inc. seeks a Senior Training & Quality Assurance Strategist to build and scale a company-wide training program that ensures consistently excellent support across our products.

You’ll design curricula, rubrics, and calibration, shaping quality from the start and guiding both internal teams and outsourced partners. You’ll lead cross-functional collaboration, measure impact with data, and drive improvements in workflows and content while informing leadership decisions.