Manager, Quality

Job not on LinkedIn

🔥 17 minutes ago

🇮🇪 Ireland – Remote

💵 €80k - €100k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 22 days.

Apply Now

Find Similar Remote Jobs

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 ROW quality program across in-scope Volume Tier service lines and EMEA/CJK partner sites • Ensure weekly QA evaluation targets, evaluation completeness, calibration accuracy, and coaching activity • Maintain weekly QA performance reporting for partner QA teams and Partner Operations Managers • Lead and develop EMEA and CJK Quality Partner Leads • Hold partner QA teams accountable to Performance Scorecard results • Maintain weekly alignment cadences and monthly business review actions with Partner Quality teams • Escalate performance gaps and establish documented action plans • Manage New Site Onboarding and calibration for new ROW partner sites • Conduct cross-region and cross-language calibration sessions • Drive QA alignment across Quality and Delivery teams • Oversee NPS detractor analysis and identify language- and market-specific dissatisfaction drivers • Correlate quality results with operational outcomes and KPIs • Integrate ROW quality insights into weekly partner performance narratives • Partner with ROW Training on initiatives such as Training Flight Simulator and AirReady • Represent ROW Quality in cross-functional working groups • Surface systemic policy, workflow, and product issues from evaluations • Own ROW contributions to global Quality reporting, including weekly KPI data by site and language • Ensure partner KPI narratives are accurate and substantive • Maintain the ROW calendar of weekly, monthly, and quarterly quality touchpoints

🎯 Requirements

• 7+ years of experience in Community/Customer Support Quality, Operations, or a related field, with direct experience managing QA programs across BPO or partner networks at meaningful scale (1,000+ agents across multiple sites) • 3+ years of direct people management experience, specifically managing QA Leads or Quality Partner Leads with partner oversight responsibilities • Experience leading quality across multiple regions and languages, including managing leaders in different geographies and time zones • 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 behind QA score movements and communicate findings • 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 in English • Bachelor's degree or equivalent experience

🏖️ Benefits

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

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume