# Lead, Quality, Elevated Support

**Company**: Airbnb
**Location**: United States
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $106,000-$125,000 USD
**Category**: Customer Service
**Industry**: Hospitality
**Wikidata**: https://www.wikidata.org/wiki/Q63327

**Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8383913?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/lead-quality-elevated-support-170fe745-e98/

## Description

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

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- COPC methodology
- Observe.AI
- Quality Assurance
- Customer Support
- Analytical skills

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8383913?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)