[Hiring] Senior Lead Quality @Airbnb

Role Description

The Quality Lead for Global English supports the largest segment of Airbnb's Community Support partner network, the Global English Volume Tier. This lead oversees the day-to-day quality operation across multiple BPO partners, spanning:

• Resolutions 1, 2, and 3
• Dedicated Service Support
• Services & Experiences
• Dedicated Managed Host Support
• Review Integrity

This role 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
• Mentoring a group of Partner Quality Leads
• Directing focus and energy of teams toward key objectives
• Removing blockers and addressing areas of opportunity
• Holding the overall GE quality program to a consistent standard

Qualifications

• 8+ years of experience in Community/Customer Support Quality, Operations, or a related field
• Bachelor's Degree, preferably in a related field
• Demonstrated experience driving partner BPO accountability
• Working knowledge of COPC methodology
• Strong analytical skills
• Experience with QA tooling platforms — Observe.AI, NICE QC, or equivalent
• Excellent written and verbal communication skills

Requirements

• Conduct calibration sessions across GE partner sites
• Drive QA alignment across Quality and Delivery teams
• Oversee NPS Detractor Analysis Insights
• Correlate quality results to operational outcomes and KPIs
• Own the GE contribution to the global Quality reporting framework
• Maintain the GE calendar of quality touchpoints

Benefits

• Base pay range: €80,000 — €100,000 EUR
• Eligibility for bonus, equity, benefits, and Employee Travel Credits

Company Description

Airbnb was born in 2007 and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals globally. Hosts offer unique stays and experiences that allow guests to connect with communities authentically.