- Company: Airbnb
- Location: Canada (British Columbia, Ontario, Quebec, Alberta, or Saskatchewan)
- Job type: Full-time
- Salary: CAD 102,000 – 128,000
About the role
Join Airbnb’s community support team as the Senior Quality Lead for the Global English (GE) segment. You will oversee daily quality activities for high-volume English support partners, covering areas such as Resolutions, Dedicated Service Support, Services and Experiences, and Review Integrity. This position involves leading quality assurance (QA) programs across multiple Business Process Outsourcing (BPO) partners to maintain a uniform standard of excellence.
Responsibilities
- Execute the GE Quality Program: Ensure daily quality targets are met across all service lines and partner sites, monitoring evaluation completeness, calibration accuracy, and coaching activities.
- Partner Governance: Hold partner QA teams accountable for performance metrics, conduct weekly alignment meetings, and manage the onboarding of new partner sites.
- Calibration and Alignment: Lead calibration sessions to ensure quality is measured uniformly across all regions and partners, fostering alignment between QA and service delivery teams.
- Insights and NPS Analysis: Supervise Net Promoter Score (NPS) detractor analysis to identify root causes of dissatisfaction and correlate quality results with key operational indicators.
- Reporting: Manage the weekly reporting cadence for quality KPIs, ensuring accurate and timely data submission for partner performance reviews.
Requirements
- 8+ years of experience in quality, operations, or customer support, with direct experience managing QA programs in BPO or partner networks.
- Bachelor’s degree in a related field.
- Demonstrated experience in BPO partner accountability, including calibration sessions, performance scorecard management, and improvement plan execution.
- Practical knowledge of COPC methodology and the ability to apply its standards in a multi-partner environment.
- Strong analytical skills to interpret QA data, diagnose score variations, and communicate findings to senior stakeholders.
- Experience with QA tools such as Observe.AI, NICE QC, or similar platforms.
- Excellent written and verbal communication skills, with the ability to present quality findings confidently.
Pay and benefits
The annual base pay range for this role is CAD 102,000 to CAD 128,000. Actual pay is determined by factors such as experience, skills, and market demands. This role may also be eligible for bonuses, equity, benefits, and Employee Travel Credits.
How to apply
Apply directly on Airbnb’s own careers website. Omadaily never charges job seekers.
