- Company: Airbnb
- Location: Canada (Remote Eligible)
- Job type: Full-time
- Salary: CAD 102,000 – 128,000
About the role
Join Airbnb’s Community Support partner network as the Senior Lead Quality for Global English. You will oversee the day-to-day quality operations for the Global English Volume Tier, which includes more than 5,000 agents across various service lines. This is an execution and leadership position focused on ensuring partner QA teams are calibrated, accountable, and aligned with Airbnb’s quality standards.
Responsibilities
- Own the execution of the GE quality program across all Volume Tier service lines and partner sites.
- Ensure weekly QA evaluation targets are met and maintain accurate performance reporting.
- Hold partner QA teams accountable to performance scorecards and manage escalation processes.
- Conduct calibration sessions to ensure consistent quality measurement across different geographies.
- Oversee NPS detractor analysis and correlate quality results with operational outcomes.
- Partner with training teams on initiatives like the Training Flight Simulator and AirReady.
- Manage the onboarding process for new partner sites to ensure they meet quality standards.
Requirements
- 8+ years of experience in Community/Customer Support Quality, Operations, or a related field.
- Direct experience managing QA programs across BPO or partner networks.
- Bachelor’s Degree in a related field.
- Demonstrated experience driving partner BPO accountability and managing QA scorecards.
- Working knowledge of COPC methodology and evaluation standards.
- Strong analytical skills to diagnose root causes behind score movements.
- Experience with QA tooling platforms such as Observe.AI, NICE QC, or equivalent.
- Excellent written and verbal communication skills.
Pay and benefits
- Annual base pay range: CAD 102,000 – 128,000.
- Eligible for bonus, equity, benefits, and Employee Travel Credits.
- Remote-eligible position within specific Canadian provinces: Ontario, British Columbia, Quebec, Alberta, and Saskatchewan.
How to apply
Apply directly on Airbnb’s own careers website. Omadaily never charges job seekers.
