[Hiring] Quality Manager @Airbnb

Role Description

The Quality Lead for Rest of World (ROW) supports Airbnb's non-English Community Support partner network, covering the EMEA and CJK (Chinese, Japanese, Korean) language Volume Tiers. This lead oversees the day-to-day quality operation across multiple BPO partners and service lines, across ROW-language agents globally.

This is an execution and leadership role. The Quality Lead is responsible for making the quality program work on the ground:

• Ensuring partner QA teams are calibrated and accountable.
• Translating quality standards into partner behavior.
• Surfacing performance trends early.
• Driving actions that close gaps.

This Lead directly manages and leads the EMEA and CJK Quality Partner Leads, who work directly with partners to manage and drive performance, and also works directly with Quality Leaders across the different partners supporting ROW.

This Lead will direct the focus and energy of these resources toward what matters, remove blockers, help address areas of opportunity, and hold the overall ROW quality program to a consistent standard across regions, languages, and time zones.

Qualifications

• 7+ years of experience in Community/Customer Support Quality, Operations, or a related field.
• 3+ years of direct people management experience.
• Experience leading quality across multiple regions and languages.
• Demonstrated experience driving partner BPO accountability.
• Working knowledge of COPC methodology.
• Strong analytical skills.
• Experience with QA tooling platforms.
• Excellent written and verbal communication in English.
• Bachelor's degree or equivalent experience.

Requirements

• Own the day-to-day execution of the ROW quality program across all in-scope Volume Tier service lines and all EMEA and CJK partner sites.
• Ensure weekly QA evaluation targets are met across all sites, languages, and service lines.
• Maintain the weekly QA performance reporting cadence.
• Lead and develop the EMEA and CJK Quality Partner Leads.
• Hold ROW partner QA teams accountable to the Performance Scorecard results.
• Maintain regular engagement with Partner Quality teams.
• Manage the New Site Onboarding process for any new ROW partner sites.
• Conduct calibration sessions across EMEA and CJK partner sites.
• Oversee NPS Detractor Analysis Insights.
• Partner with the ROW Training team on critical initiatives.
• Own the ROW contribution to the global Quality reporting framework.
• Maintain the ROW calendar of quality touchpoints.

Benefits

• Base pay range: €80,000 - €100,000 EUR.
• May be eligible for bonus, equity, benefits, and Employee Travel Credits.

Company Description

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe.

Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.