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Salary: USD 85,000 - 115,000 / annual
Scribd is seeking a Senior Training & Quality Assurance Strategist to build and lead the training and quality program for Customer Operations. This is a foundational, high-impact role that shapes how customer support is delivered consistently across internal teams and outsourced partners.
You will design the training curriculum, quality rubrics, and calibration processes that embed quality into support from the start rather than measuring it after the fact. Key responsibilities include:
- Design and own the training curriculum and quality standards that set one clear excellence benchmark across Customer Operations
- Manage the agent knowledge base and learning management system, keeping content current as products and policies evolve
- Identify skill gaps using QA data and interaction insights, then design targeted onboarding and training to close them
- Measure training effectiveness by tracking real performance impact, not just completion rates, and report results to leadership
- Conduct root-cause analysis on workflows and quality issues to distinguish process problems from individual performance gaps
- Influence process improvements: translate QA and training insights into workflow enhancements and work with leaders to implement them
- Facilitate calibration sessions with leaders to ensure consistent quality grading and equip them to coach their teams
- Leverage AI-enabled QA tools to review more interactions efficiently and deliver timely, consistent feedback to agents
- Align training content with Help Center and customer-facing materials; flag gaps to relevant teams
- Partner with Trust & Compliance to ensure training and workflows meet compliance requirements and handle sensitive cases consistently
- Own a company-wide customer advocacy training program that builds empathy and understanding of Customer Operations across the organization
You will lead through influence and credibility, not formal authority, building alignment across teams and leaders with different perspectives. You are comfortable with ambiguity, take initiative independently, and think systemically about problems.
Requirements:
- 4+ years in training, quality assurance, learning and development, or related operations function, ideally in customer support or contact center environments
- Proven experience building training curriculum and quality standards from the ground up, not administering existing programs
- Experience designing and facilitating training for adult learners
- Experience designing programs that work across multiple delivery models (internal teams and outsourced partners)
- Knowledge base and learning management system management experience
- Familiarity with both human-led QA audits and AI-enabled automated QA, with judgment about when each is appropriate
- Strong data fluency; comfortable using QA and performance data to identify gaps and measure impact
- Experience with root-cause analysis and distinguishing systemic/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 skills across training materials and executive reporting
- Proven ability to influence and align leaders without formal authority, building consensus on quality standards and applying them consistently
