# Quality Insights Lead

**Company**: Airbnb
**Location**: Gurugram, India
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: ₹1,610,000-₹2,110,000 INR
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q63327

**Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8275757?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_bad5c304-dba

## Description

The Quality Insights Lead (QIL) supports the daily operations of the Quality program at Airbnb, driving continuous improvement through analysis, business case development, and reporting.

Responsibilities:

- Provide daily support for Quality programs

- Design and oversee deep-dive projects for regional teams to drive service improvements

- Execute QI and ad-hoc after-action reviews

- Use transaction monitoring insights to develop targeted continuous improvement initiatives

- Utilize AI-driven conversation intelligence solutions like Observe.AI to analyze customer interactions

- Convert machine-generated insights into strategic service enhancements and coaching priorities

- Participate in global calibration sessions and provide feedback on coaching effectiveness

- Coach CS agents to achieve Quality program standards

- Act as the Quality representative for other CS teams and contribute to relevant projects

- Collect, analyze, and propose changes derived from Support Ambassador roundtable insights

- Travel to partner sites to implement, train, and run key QA initiatives

- Master CS policies, procedures, and workflows, ensuring timely knowledge updates for regional teams

- Conduct spot checks on Quality Analysts and report findings to their QA Leads/Managers

- Recommend actions to improve based on QA dashboard outcomes

Requirements:

- 4-6 years of Customer Experience management experience

- Experience working in a QA Specialist or related role

- Working knowledge of contact center end-to-end processes and customer service assessment tools

- Strong analytical and critical-thinking skills

- Ability to spot trends in data and provide recommended actions to drive performance

- Experience with AI automation workflows within contact center Quality environments

- Excellent written and verbal communication skills

- Bachelor's degree required

Preferred Skills:

- Exceptional coaching abilities

- Advanced knowledge of Excel or Google Docs

- Strong knowledge of NPS and Quality tools

- Hands-on experience utilizing Observe.AI or equivalent AI-driven conversation intelligence solutions

## Skills

### Required
- Analytical skills
- Customer Experience management
- QA Specialist
- Contact center processes
- Customer service assessment tools
- AI automation workflows
- Communication skills

### Nice to have
- Coaching abilities
- Excel or Google Docs
- NPS and Quality tools
- Observe.AI or equivalent AI-driven conversation intelligence solutions

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8275757?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)