Quality Lead, Global English

🔥 22 minutes ago

🇨🇦 Canada – Remote

💵 $102k - $128k / year

⏰ Full Time

🟠 Senior

👻 Ghost score 0%

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

✈️ Travel

📦 Logistics

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

Travel • Logistics • eCommerce

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• Oversee day-to-day quality activities across multiple BPO partners supporting Airbnb’s Global English segment. • Execute the Global English quality program across service lines and partner sites worldwide. • Ensure achievement of QA evaluation targets, evaluation completeness, calibration accuracy, and coaching activities. • Maintain weekly QA performance reports with accurate, actionable data. • Hold partner QA teams accountable for scorecards and performance standards. • Organize alignment meetings, escalate gaps, and establish documented action plans. • Manage the onboarding of new partner sites and lead calibration sessions. • Oversee detractor analysis for NPS and correlate quality results with operational outcomes and KPIs. • Incorporate quality insights into the partners’ weekly performance narrative. • Collaborate with Training and cross-functional teams on quality improvement initiatives. • Identify policy gaps, workflow breakdowns, and product issues, and document them in OneTrack. • Contribute to global quality reporting and maintain schedules for reviews, calibrations, and partner capability assessments.

🎯 Requirements

• 8+ years of experience in quality, operations, or a related community or customer support field, including direct experience managing QA programs within business process outsourcing (BPO) networks or partner organizations. • Bachelor’s degree required, preferably in a related field. • Demonstrated experience holding BPO partners accountable, including facilitating calibration sessions, managing QA scorecards, drafting and executing improvement plans, and holding QA managers accountable. • Working knowledge of the COPC methodology. • Strong analytical skills and the ability to diagnose the root causes of score variation and translate findings into clear narratives. • Experience with QA tool platforms such as Observe.AI, NICE QC, or equivalent. • Excellent written and verbal communication skills. • Preferred: Six Sigma Green Belt certification or equivalent, experience partnering with analytics teams on NPS/CSAT/AQS, and experience leading cross-functional quality improvement programs.

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits eligibility • Employee Travel Credits • Reasonable accommodations throughout the recruitment process for applicants with disabilities

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