Lead, Quality, Elevated Support

The Partner QA Lead is the Airbnb Quality owner for the Elevated Support service tier across a portfolio of Community Support BPO partner sites.

Responsibilities:

• Own the day-to-day execution of the Quality program for the Elevated Support service tier and the corresponding partner sites, languages and queues (voice, async and back office)
• Validate performance data before every business review and explain week-over-week movements in a short, clear narrative
• Run the Quality portion of each partner's operating cadence, including weekly QA syncs and monthly and quarterly business reviews
• Hold partner QA teams to the Partner Scorecard and document gaps and agree action plans
• Audit the auditors and escalate sustained performance gaps to the Quality Lead
• Support new partner site onboarding, language expansion and site visits
• Run calibration sessions across Elevated Support partner sites on the LWH form
• Support partner Team Lead calibration and triage partner feedback on the form
• Lead NPS detractor analysis and correlate QA results with NPS, reopen rate, AQS and other operational KPIs
• Partner with Delivery, WFM and the Elevated Support program team to establish and refine QA targets and the tier scorecard
• Validate the Elevated model end to end and deep-dive repeat trends
• Give partner QA teams and Delivery the data they need to find root cause
• Share best practices with other Partner QA Leads and cover for peers or the Quality Lead during staffing gaps
• Drive adoption of Observe.AI across Elevated Support partner sites
• Be an expert on every new Quality initiative and cascade it to partners
• Represent Quality for Elevated Support in cross-functional working groups

Requirements:

• 6+ years of experience in Community or Customer Support Quality, Operations or a related field
• Bachelor's Degree, preferably in a related field
• Demonstrated experience driving partner accountability and running calibration sessions
• Working knowledge of COPC methodology or an equivalent governance model
• Strong analytical skills and excellent written and verbal communication
• Experience with QA platforms such as Observe.AI, or equivalent

Benefits:

• Pay Range: $106,000-$125,000 USD
• Bonus, equity, benefits, and Employee Travel Credits