# Gestionnaire, Qualité, AirCover

**Company**: Airbnb
**Location**: Canada
**Experience**: senior
**Job type**: full-time
**Salary**: $128,000 - $160,000 CAD
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q63327

**Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8164421?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_9f0ba985-829

## Description

We are seeking a Quality Manager, AirCover to lead our quality program. As a Quality Manager, you will be responsible for ensuring the accuracy and fairness of claims made through AirCover, our host protection product.

**Job Summary** You will be the strategic leader and sole owner of the AirCover quality program, working closely with stakeholders to ensure alignment and resolve emerging issues. Your goal will be to establish and maintain a comprehensive quality framework that evaluates the accuracy and justification of decisions.

**Responsibilities**

- Develop and execute the quality strategy for AirCover, aligning with business needs and evolving requirements

- Establish and optimize operational models and frameworks aligned with COPC standards

- Represent quality in weekly, monthly, and quarterly activity reports and meetings with senior leadership

- Measure and execute quality evaluations for AirCover, ensuring consistent application of processes and frameworks

- Conduct root cause analyses of systemic failures and translate findings into product, process, and policy recommendations

- Define sample selection, alignment thresholds, and corrective processes for evaluators

- Ensure each evaluation concludes with formalized follow-up measures and track progress over time

- Implement and maintain a quality framework for issue escalation and reporting to management

- Develop an IRC/ predictive IRC analysis framework to highlight global trends in real-time

- Create performance evaluations for quality assurance partners, focusing on accuracy, completeness, and critical error detection

**Requirements**

- At least 10 years of experience in customer support, quality assurance, or operations, with proven experience in managing quality programs in administrative services, claims, or financial services

- At least 5 years of experience in managing quality teams, including direct management of quality analysts or managers in a global support organization

- Bachelor's degree or equivalent experience, preferably in a related field; MBA or Master's degree an asset

- In-depth knowledge of quality methodologies (COPC, AQS, Six Sigma, Lean) and ability to apply them in complex, high-volume environments

- Experience with quality assurance tool platforms, including practical mastery of form design, calibration management, and automated quality assurance deployment

- Proven ability to establish trust relationships with operational stakeholders

- Strong analytical skills, with ability to derive insights from quality assurance data and develop solid business cases

**Nice to Have**

- COPC certification; Six Sigma Green Belt or Black Belt

- Experience with Observe.AI

- Program management, change management, or organizational design experience in a fast-growing technological environment

- Experience in large-scale BPO/supplier governance models or close collaboration with them

- Direct experience in insurance claims quality or equivalent product protection environments, including accuracy-based evaluations and defensibility standards

**What We Offer**

- Competitive salary: $128,000 - $160,000 CAD per year

- Bonus, equity, benefits, and Employee Travel Credits

## Skills

### Required
- quality assurance
- operations
- customer support
- COPC
- AQS
- Six Sigma
- Lean

### Nice to have
- Observe.AI
- program management
- change management
- organizational design

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8164421?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)