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Senior Lead Quality, Global English

Job Overview

The Quality Lead for Global English supports the largest segment of Airbnb's Community Support partner network, the Global English Volume Tier. This Lead will also mentor a group of Partner Quality Leads, who work directly with partners to manage and drive performance; this individual will also work directly with Quality Leaders across our different partners supporting Global English.

Key points

  1. This lead oversees the day-to-day quality operation across multiple BPO partners, spanning Resolutions 1, 2, and 3, Dedicated Service Support, Services & Experiences…

  2. This is an execution and leadership role.

  3. The Quality Lead is responsible for making the quality program work on the ground: ensuring partner QA teams are calibrated and accountable…

  4. This Lead will direct the focus and energy of these teams toward what matters, remove blockers, help address areas of opportunity…

  5. Preferred: experience in a BPO or multi-site QA role, either in-house at a BPO or as a client-side quality manager managing multiple BPO partners…

  6. Preferred: six Sigma Green Belt or equivalent structured problem-solving background.

  7. Preferred: background working with analytics teams on QA-to-NPS or QA-to-CSAT correlation analysis; experience using AQS (Ambassador Quality Score) or equivalent composite agent performance metrics.

  8. Preferred: familiarity with cross-functional quality improvement programs — investigation skills initiatives, coaching ambassador programs…

Skills

Stakeholder ManagementRecruitingCustomer SupportCommunicationProblem Solving

Experience: Senior-level