Lead, Quality
Core
Lead a global Partner Quality program ensuring consistency, compliance, and performance in customer interactions across Airbnb's partner network.
Role type
Senior IC Quality Lead (Customer Experience)
Builds
Quality programs, metrics, and continuous improvement initiatives for partner sites.
Domain
Travel / Hospitality / Customer Experience
Deliverable
dashboards & analysis
Required skills
Customer Experience management, Quality Assurance (QA) leadership, Data analysis, Project management, People management, Stakeholder communication, Contact centre operations, Metric/KPI creation, Trend spotting, Action plan development
Preferred skills
Coaching, Advanced Excel, Tableau, NPS, Quality tools (Medallia), Contact centre QA platforms (Observe.ai), COPC certification, Presentation skills
Technologies
Tableau, Medallia, Observe.ai, Excel
Responsibilities
Drive compliance and performance in quality processes; Provide reporting and analysis to leadership; Lead key CS initiatives (R3, Premium, Elevated); Collaborate with onsite partner QA Leads to determine best practices; Analyse data to identify issues and develop action plans; Manage and develop supporting specialists (training, onboarding); Mentor new Partner Quality Leads; Cover Regional Quality Manager responsibilities; Work with CS Delivery to improve partner site performance; Implement global Quality policies and best practices; Drive continuous improvement of user experience; Lead or participate in projects developing Quality program elements; Monitor and report on quality tool outages; Run weekly reports and build action plans; Ensure Quality certification for new Partner sites; Work with Product/Optimization teams on escalated issues and new initiatives; Participate in site visits for new site RFPs; Ensure global calibrations across the partner network.
Seniority
Senior, hands-on IC with mentorship responsibilities