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