Description
We are seeking a Senior Lead Quality, Global English to support the largest segment of Airbnb's Community Support partner network. As a Quality Lead, 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.
- Ensure GE partner sites are submitting their own KPI narratives with substance.
- Maintain the GE calendar of quality touchpoints.
Requirements:
- 8+ years of experience in Community/Customer Support Quality, Operations, or a related field.
- Bachelor's Degree, preferably in a related field.
- 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:
- 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.