# Senior Lead Quality, Global English

**Company**: Airbnb
**Location**: Canada
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $102,000-$128,000 CAD
**Category**: Customer Service
**Industry**: Hospitality
**Wikidata**: https://www.wikidata.org/wiki/Q63327

**Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8325039?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_82ab11ad-8ec

## Description

We are seeking a Senior Lead Quality, Global English to support the largest segment of Airbnb's Community Support partner network. As a Senior Lead Quality, you will oversee the day-to-day quality operation across multiple BPO partners, spanning Resolutions 1, 2, and 3, Dedicated Service Support, Services & Experiences, Dedicated Managed Host Support, and Review Integrity, across roughly 5,000+ GE-language agents globally.

Responsibilities:

- Own the day-to-day execution of the GE quality program across all Volume Tier service lines and all GE partner sites.

- Ensure weekly QA evaluation targets are met across all sites and service lines.

- Maintain the weekly QA performance reporting cadence, ensuring partner QA teams and Partner Operations Managers receive timely, accurate, and actionable quality data each week.

- Hold GE partner QA teams accountable to the Performance Scorecard results.

- Conduct calibration sessions across GE partner sites.

- Drive QA alignment across Quality and Delivery teams.

- Oversee NPS Detractor Analysis Insights to identify drivers of dissatisfaction.

- Correlate quality results to operational outcomes and KPIs.

- Ensure GE quality insights are integrated into the weekly partner performance narrative.

- Partner with the GE Training team on critical initiatives.

- Participate as the GE quality voice in cross-functional working groups.

- Surface patterns from GE evaluations that signal policy gaps, workflow failures, or product issues.

- Own the GE contribution to the global Quality reporting framework.

Requirements:

- 8+ years of experience in Community/Customer Support Quality, Operations, or a related field.

- Direct experience managing QA programs across BPO or partner networks.

- Demonstrated experience driving partner BPO accountability.

- Working knowledge of COPC methodology.

- Strong analytical skills.

- Experience with QA tooling platforms.

- Excellent written and verbal communication.

Preferred Qualifications:

- Experience in a BPO or multi-site QA role.

- Six Sigma Green Belt or equivalent structured problem-solving background.

- Background working with analytics teams on QA-to-NPS or QA-to-CSAT correlation analysis.

- Familiarity with cross-functional quality improvement programs.

## Skills

### Required
- COPC methodology
- QA tooling platforms
- analytical skills
- written and verbal communication

### Nice to have
- Six Sigma Green Belt
- QA-to-NPS or QA-to-CSAT correlation analysis
- cross-functional quality improvement programs

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8325039?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)