# Lead, Quality **Company**: Airbnb **Location**: Gurgaon, India **Experience**: senior **Job type**: full-time **Salary**: ₹1,610,000-₹2,110,000 INR **Category**: Operations **Industry**: Hospitality **Wikidata**: https://www.wikidata.org/wiki/Q63327 **Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8326765?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/job/lead-quality-6ab4100b-0df/ ## Description 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. For more fresh new jobs, check out [yubhub.co](https://yubhub.co/). ## Skills ### Required - Quality Assurance - Customer Experience - Claims Operations - Root Cause Analysis - Data Visualization - Tableau - Google Sheets - Excel - Salesforce - Partner Management - Analysis - Research - Critical Thinking - Attention to Detail - Collaboration - Presentation - Influencing - Coaching - Feedback - Problem Solving - Calibration - Time Management - Prioritization --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8326765?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)