Lead, Quality, Elevated Support

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $106k - $125k / year

⏰ Full Time

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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 Quality program for the Elevated Support service tier and corresponding partner sites, languages and queues • Validate performance data before weekly, monthly and quarterly business reviews and explain week-over-week movements • Run partner QA syncs, pre-syncs and business reviews • Hold partner QA teams accountable to the Partner Scorecard and agree action plans • Audit partner evaluations and escalate sustained performance gaps • Support new partner site onboarding, language expansion and site visits • Run calibration sessions across partner sites using the Lead With Hospitality (LWH) form • Support Partner Team Lead calibration and recommend scoring guide updates • Lead NPS detractor analysis and correlate QA results with NPS and operational KPIs • Establish and refine QA targets and the tier scorecard with Delivery, WFM and the Elevated Support program team • Validate Elevated Support case identification, escalation, handoffs, transfers, staffing and routing • Deep-dive repeat trends and route tactical and macro issues to appropriate teams • Provide root-cause data by partner, site, Specialist cohort, quartile and contact reason • Share best practices and provide coverage for other Partner QA Leads or the Quality Lead • Drive Observe.AI adoption, including AutoQA review and annotation, access management and transition from interim forms • Lead adoption of new Quality initiatives and represent Quality in cross-functional working groups • Raise policy, workflow and product gaps and protect partner QA capacity for strategic work

🎯 Requirements

• 6+ years of experience in Community or Customer Support Quality, Operations or a related field • Direct experience with QA programs across BPO or partner networks • Experience supporting high-touch, escalated or premium service tiers • Bachelor's Degree, preferably in related field required • Experience driving partner accountability, including calibration sessions, partner QA scorecards, and improvement plans with BPO QA teams • Working knowledge of COPC methodology or an equivalent governance model • Strong analytical skills and ability to interpret QA and KPI data, including NPS, CSAT, iSAT, reopen rate and cost per case • Experience with QA platforms such as Observe.AI or equivalent • Excellent written and verbal communication • Ability to run calibration sessions across time zones and present quality findings to senior Delivery stakeholders

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits eligibility • Employee Travel Credits • Remote-eligible work arrangement • Occasional Airbnb office work or attendance at offsites, as agreed with manager • Reasonable accommodations throughout the recruitment process

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