Scribd
Senior Training & Quality Assurance Strategist
San Francisco · Senior · Contract
Sponsorship not specifiedDetected 8 hours ago
Customer SupportLeadershipCommunicationCollaboration
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odds of building a lasting career here
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Cap-exempt (no lottery)0
Sponsors this role90
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- 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.
Responsibilities
- 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
- 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
- A builder's mindset: experience building training curriculum and quality standards, not just administering an existing program
- Experience designing programs that work across multiple delivery models, such as internal teams and outsourced partners
- 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
- 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.
Requirements
- Our four products - Scribd®, Slideshare®, Everand™, and Fable - help billions of people across the globe move beyond access and into insight, application, and expertise.
- Experience with both human-led QA audits and automated, AI-enabled QA, and the judgment to know when each fits
- Experience with root-cause analysis, distinguishing systemic or process issues from individual performance issues
Compensation
- 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].
- The salary range listed is for the level at which this job has been scoped.
Benefits
- 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
- 4+ years in training, quality assurance, learning and development, or a related operations function, ideally in customer support or a contact center.
- Experience managing a knowledge base and learning management system
- 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.
- Scribd Flex (flexible work model)
Company info
- 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.
- 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
- Own an ongoing, company-wide customer advocacy training program, a "day in the life" of Customer Operations, so everyone understands our customers' experiences
- At Scribd, Inc., your base pay is one part of your total compensation package and is determined within a range.
This listing is sourced directly from Scribd's careers page and normalized into a canonical job model.