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Lead, Quality

Job Overview

The Partner Quality Lead will work closely with the Partner Optimisation and Delivery teams, ensuring consistency and quality in all customer interactions provided by our partners.

Key points

  1. The Lead is an ambassador of the Airbnb brand, and must have the ability to articulate those expectations in an authoritative and decisive voice.

  2. Our partners are looking to this person to set the bar, and provide them with the framework to achieve success.

  3. The ideal candidate has a proven ability to cultivate effective and productive business relationships and champions the Airbnb practice of treating our external partners…

  4. The Partner Quality Lead leverages their analytic skills to create a metric-driven determination of our successes as well as our opportunities for improvement.

  5. Preferred: exceptional coaching abilities.

  6. Preferred: advanced knowledge of Excel.

  7. Preferred: strong knowledge of NPS and Quality tools (e.g. Medallia).

  8. Preferred: familiarity with industry leading contact centre Quality Assurance platforms & programs (e.g. Observe.ai).

Skills

RecruitingTableauExcelCustomer SupportStakeholder ManagementProject ManagementCommunication

Experience: Senior-level