Quality Insights Lead

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