# Quality Analyst, Premium Support (German/English)

**Company**: Airbnb
**Location**: Ireland
**Experience**: senior
**Job type**: full-time
**Salary**: €51,000 - €60,000 EUR
**Category**: Operations
**Industry**: Hospitality
**Wikidata**: https://www.wikidata.org/wiki/Q63327

**Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8053429?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_1652e0bf-fc4

## Description

As the Quality Insights Analyst for Premium Support, you will play a critical role in elevating service excellence by ensuring that every customer interaction meets the highest standards of luxury hospitality, personalized engagement, and swift/seamless issue resolution.

You will be responsible for monitoring service quality, evaluating performance, and conducting transaction monitoring and root cause analysis (RCA) to identify opportunities for continuous improvement to enhance the effectiveness of our Premium Support Ambassadors.

Your insights will drive targeted coaching, strategic decision-making, and operational enhancements, directly influencing the customer experience and brand perception.

**Responsibilities:**

- Quality Assurance & Service Monitoring:

- Conduct in-depth evaluations of Premium Support interactions in English and/or German (calls, emails, chats and transactions) to ensure strict adherence to premium-tier service standards and spend adherence policies.

- Refine and enhance quality scorecard frameworks based on emerging trends and insights to improve personalization, emotional intelligence, and first-contact resolution.

- Identify service gaps and areas for improvement, ensuring a seamless, proactive and anticipatory support experience for premium guests and hosts.

- Insights & Strategic Quality Improvement:

- Provide data-driven insights and quality analytics to Premium Support Leadership, helping to optimize performance and operational effectiveness.

- Develop comprehensive reports that highlight emerging service trends, performance gaps, spend adherence and opportunities for targeted analysis.

- Coaching & Development:

- Partner with Training, Delivery (Operations), and Business Process Improvement (BPI) teams to provide structured feedback for improvement.

- Conduct one-on-one and group coaching sessions in English and/or German, reinforcing key premium service principles such as white-glove engagement, luxury service recovery, and anticipatory problem-solving.

- Process Optimization & Innovation:

- Identify opportunities to refine workflows, ambassador scripts, and service content for the seamless delivery of a Premium Support service.

- Strive for AI-driven quality monitoring methods such as sentiment analysis insights, to improve Premium Support performance and customer satisfaction.

**Requirements:**

- 5+ years of experience in luxury hospitality, five-star resorts, premium travel services, high-net-worth client support, or concierge services.

- Bilingual proficiency in German and English is required.

- Extensive background in quality assurance, customer experience strategy, or service training within a premium service environment.

- Proven ability to assess, analyze, and enhance service quality in a high-paced, high-expectation customer support setting.

**Benefits:**

- Annual pay range: €51,000 - €60,000 EUR

- Eligible for bonus, equity, benefits, and Employee Travel Credits

## Skills

### Required
- luxury hospitality
- quality assurance
- customer experience strategy
- service training
- premium service environment
- data analysis
- coaching
- communication

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8053429?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)