Lead, Quality

🔥 1 hour ago

🇮🇪 Ireland – Remote

💵 €66k - €78k / year

⏰ Full Time

🟠 Senior

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Work closely with Partner Optimisation and Delivery teams to ensure consistency and quality in customer interactions provided by partners • Set quality expectations and provide partners with a framework for success • Work directly with partner Quality teams to drive compliance, performance and consistency in quality processes • Provide reporting and analysis to internal and external leadership to drive performance and process improvement • Provide leadership for key CS initiatives in the region or globally • Collaborate with onsite partner QA Lead, QA Manager and Partner Manager to determine QA best practices • Analyse data, identify issues, develop measurable action plans and manage projects through completion • Manage and develop supporting specialists, including training and onboarding QIA team members • Mentor new L8 Partner Quality Leads • Cover Regional Quality Manager responsibilities as needed • Work with CS Delivery to improve partner site performance • Implement global Quality program policies and best practices • Drive continuous improvement through closed-loop feedback • Lead or participate in projects developing Quality program elements • Monitor, report and work around quality tool outages • Run weekly reports, build action plans and drive improvement • Provide in-region reporting to the Regional Quality Manager • Ensure Quality certification for new Partner sites and calibration standards for new site QIAs • Collaborate with Partner Optimisation, Delivery, OCM and Product teams on escalations and new initiatives • Lead or participate in new tier/worktype launches • Participate in site visits for new site RFPs • Ensure monthly global calibrations across the partner network

🎯 Requirements

• Minimum 5 years of Customer Experience management experience in a rapidly growing partner network • Experience working in a QA Lead or related role • Ability to work independently in an offsite location without direct manager supervision • Excellent written, verbal communication and organisational skills • Contact centre experience with internal and outsourced partners • Experience with creating, measuring, and analysing quality metrics/KPIs • Experience leading, inspiring and motivating others to meet goals and metrics • Passionate about setting a high bar of exceptional customer service • Highly-developed analytical and critical-thinking skills • Ability to spot trends in data and provide recommended actions to drive performance • Ability to drive improvement projects with proven results • In-region travel required up to 40% • Exceptional coaching abilities • Advanced knowledge of Excel • Advanced knowledge of Tableau • Strong knowledge of NPS and Quality tools (e.g. Medallia) • Familiarity with industry leading contact centre Quality Assurance platforms & programs (e.g. Observe.ai) • Quality Assurance certification (e.g. COPC) • Ability to create and deliver presentations to the organisation • Experience with people management and mentorship

🏖️ Benefits

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