Lead, Quality

The Quality Lead plays a critical role in supporting the day-to-day activities of the Aircover Quality program from the Airbnb India (ACC) site.

This role sets the standard for excellence in Quality across the Aircover organization and requires a proactive, detail-oriented professional who can operate credibly across both partner-facing and internal audiences.

Responsibilities:

• Support and monitor the performance of the partner QA team, ensuring their transaction monitoring and audits align with agreed Aircover quality standards, targets, and methodologies.
• Conduct spot checks / audit-the-auditor reviews on partner QA outputs and report findings and recommendations to the QA Lead and partner stakeholders.
• Lead and participate in calibration sessions with the partner QA teams and internal teams to ensure scoring consistency and shared understanding of quality forms and guidelines.
• Analyze, report, and present quality transaction monitoring findings to inform program, regional, and site-level performance.
• Identify trends and propose action plans to drive continuous improvement based on QA and Ops dashboard results.
• Provide recommendations related to Product, Policy, Process, and People to the appropriate stakeholders, and track/review submitted recommendations monthly with the internal QI team.
• Work with partner QA leads and internal stakeholders to close performance gaps, strengthen coaching quality, and improve first-time-right resolution.
• Conduct executive escalation root cause analysis in line with targets, providing Product, Policy, Process, and People recommendations to the appropriate stakeholders.
• Proactively and on request, design and lead deep-dive projects to enhance service quality and reduce recurrence of high-severity incidents.
• Collaborate with key stakeholders, Aircover QAs, and frontline specialists to gain insight into deep dives and executive escalations.

New Launches & Products:

• Provide Quality support for new Aircover launches and product rollouts, including pre-launch readiness and post-launch event QA support.
• Help define and stand up quality forms, sampling methodologies, and monitoring guardrails for new coverage, tools, or customer segments.

Cross-Functional & Program Support:

• Identify opportunities to improve the Quality program (e.g., quality forms/guides, sampling methodologies).
• Potentially represent Quality in cross-functional forums such as OCM, BPI, and Training, providing project support.
• Engage in ongoing Aircover training, work on a minimum of one claim each month, and stay current with best practices.

Requirements:

• Bachelor’s degree or equivalent combination of education and professional experience.
• 7 plus experience in Quality Assurance, Customer Experience, Claims Operations, or a related operational field.
• Experience supporting, managing, or governing Quality programs within Business Process Outsourcing (BPO) environments.
• Strong track record of conducting root cause analyses, identifying trends and opportunities, presenting insights to stakeholders and leadership, and driving continuous improvement initiatives.
• Experience developing and leveraging quality reporting, dashboards, and data visualization tools to inform decision-making (e.g., Tableau, Google Sheets, Excel, Salesforce, or similar platforms).
• Demonstrated ability to collaborate effectively across cross-functional teams, including Product, Policy, Operations, Training, and other business partners.
• Experience supporting large-scale process improvements, program launches, or operational projects is highly preferred.

Skills:

• Deep expertise in Aircover Claims Support: Specialist behavioral expectations and a thorough understanding of Aircover processes, policies, and products (e.g., Aircare, HDP, HLI).
• Partner/Stakeholder Management: Ability to support and influence a BPO partner QA function and internal stakeholders, driving alignment without direct authority.
• Analysis & Research: Strong ability to comprehend, analyze, and investigate cases, workflows, and documentation; proficient in root cause analysis, critical thinking, and attention to detail.
• Excellence & Accountability: Consistently set and uphold the highest standards for work quality while holding yourself and others accountable.
• Collaboration: Skilled at working across cross-functional and cross-site teams to drive alignment and improvements.
• Presenting & Influencing: Distill complex ideas into clear, concise insights and engaging, digestible reports and presentations.
• Coaching & Feedback: Objectively assess performance, provide constructive feedback, and tailor coaching to different audiences.
• Solving Problems: Quickly identify root causes and hidden issues, using logical reasoning and available resources to develop effective solutions.
• Calibration & Consistency: Facilitate calibration and maintain scoring consistency across internal and partner QA teams.
• Time Management & Prioritization: Efficiently prioritize high-impact work while staying organized across multiple responsibilities.