Senior Lead Quality, Global English

🔥 26 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

• Own day-to-day execution of the Global English quality program across all Volume Tier service lines and partner sites • Ensure weekly QA evaluation targets, evaluation completeness, calibration accuracy, and coaching activity across sites and service lines • Maintain weekly QA performance reporting for partner QA teams and Partner Operations Managers • Hold partner QA teams accountable to Performance Scorecard results • Maintain weekly alignment cadences and monthly business review action alignment with Partner Quality teams • Escalate partner performance gaps and establish documented action plans • Manage new site onboarding and ensure calibration to Global English quality standards • Conduct calibration sessions across partner sites and drive QA alignment across Quality and Delivery teams • Oversee NPS detractor analysis and identify drivers of dissatisfaction • Correlate quality results with operational outcomes and KPIs • Integrate quality insights into weekly partner performance narratives and identify root causes • Partner with the Global English Training team on initiatives such as Training Flight Simulator and AirReady • Represent quality in cross-functional working groups and surface policy, workflow, or product issues • Own Global English contributions to the global Quality reporting framework, including weekly KPI data by site and language • Verify partner KPI narratives and maintain quality touchpoint calendars • Mentor Partner Quality Leads and direct team focus, remove blockers, and uphold consistent quality standards across the program

🎯 Requirements

• 8+ years of experience in Community/Customer Support Quality, Operations, or a related field • Direct experience managing QA programs across BPO or partner networks • Bachelor's Degree, preferably in related field, required • Experience driving partner BPO accountability, including calibration sessions, partner QA scorecards, improvement plans, and performance governance • Working knowledge of COPC methodology, including evaluation standards, sampling requirements, and calibration governance • Strong analytical skills and ability to diagnose root causes in weekly QA performance data • Experience with QA tooling platforms such as Observe.AI, NICE QC, or equivalent, including form design, calibration management, and partner site onboarding • Excellent written and verbal communication skills • Preferred: experience in a BPO or multi-site QA role • Preferred: Six Sigma Green Belt or equivalent structured problem-solving background • Preferred: experience with QA-to-NPS or QA-to-CSAT correlation analysis and AQS or equivalent metrics • Preferred: familiarity with cross-functional quality improvement programs • Must live in a province where Airbnb Canada, Inc. has a registered entity; currently eligible provinces are Ontario, British Columbia, Quebec, Alberta, and Saskatchewan

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits eligibility • Employee Travel Credits • Remote work arrangement • Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager • Disability-inclusive application and interview process with reasonable accommodations • No requirement to purchase work-related equipment during the interview process

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