Senior Training & Quality Assurance Strategist at Scribd in San Francisco, CA

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