# Lead, Quality

**Company**: Airbnb
**Location**: Ireland
**Experience**: senior
**Job type**: full-time
**Salary**: €66,000-€78,000 EUR
**Category**: Customer Service
**Industry**: Hospitality
**Wikidata**: https://www.wikidata.org/wiki/Q63327

**Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8327611?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_72b30e0a-f9e

## Description

We are seeking a Lead, Quality to join our Community Support team in Ireland. As a Lead, Quality, you will work closely with the Partner Optimisation and Delivery teams to ensure consistency and quality in all customer interactions provided by our partners.

The ideal candidate has a proven ability to cultivate effective and productive business relationships and champions the Airbnb practice of treating our external partners as true Airbnb family.

Key Responsibilities:

- Work directly with partner Quality teams to drive compliance, performance, and consistency in all quality processes

- Provide reporting and analysis to internal and external leadership to drive performance/process improvement effectively

- Provide leadership for key CS initiatives in their region or globally

- Analyse data to identify issues and help develop impactful and measurable action plans

- Manage and develop supporting specialists including oversight of training and onboarding of QIA team members

- Act as mentor for new L8 Partner Quality Leads on the team

- Cover RQM responsibilities as needed

Requirements:

- Minimum 5 years of Customer Experience management experience in a rapidly growing partner network

- Experience working in a QA Lead or related role

- Excellent written, verbal communication, and organisational skills

- Contact centre experience with internal and outsourced partners

- Experience with creating, measuring, and analysing quality metrics/KPIs

- Highly-developed analytical and critical-thinking skills

Preferred Skills:

- Exceptional coaching abilities

- Advanced knowledge of Excel

- Advanced knowledge of Tableau

- Strong knowledge of NPS and Quality tools (e.g., Medallia)

- Familiarity with industry-leading contact centre Quality Assurance platforms & programs (e.g., Observe.ai)

- Quality Assurance certification (e.g., COPC)

- Ability to create and deliver presentations to the organisation

- Experience with people management and mentorship

## Skills

### Required
- Customer Experience management
- QA Lead
- written and verbal communication
- organisational skills
- contact centre experience
- quality metrics/KPIs
- analytical and critical-thinking skills

### Nice to have
- Exceptional coaching abilities
- Advanced knowledge of Excel
- Advanced knowledge of Tableau
- Strong knowledge of NPS and Quality tools
- Familiarity with industry-leading contact centre Quality Assurance platforms & programs
- Quality Assurance certification
- Ability to create and deliver presentations
- Experience with people management and mentorship

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8327611?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)