Description
We are seeking a Quality Assurance & Standards Manager to join our Fraud & Safety Delivery (FSD) team at Airbnb. The successful candidate will be responsible for building and maintaining a quality program that measures the accuracy of decisions made by our specialists, identifying areas for improvement, and implementing changes to increase precision.
The ideal candidate will have 8+ years of experience in quality assurance, operations, risk, audit, or program management within a high-volume, high-stakes decisioning environment. They will have proven experience driving quality delivery through partner or vendor teams, building a quality program from scratch, and measuring quality in subjective, judgment-based work.
Key responsibilities include:
- Designing and implementing a quality framework that measures workflow adherence and decision quality
- Establishing a severity-weighted error taxonomy and risk-weighted sampling methodology
- Authoring quality guidelines and publishing performance bars, thresholds, and escalation paths
- Delivering quality reviews across FSD, internal and partner-delivered, on a consistent methodology and cadence
- Diagnosing root causes behind reversed decisions and reporting the distribution of drivers
- Extending quality measurement to decisions made by models and AI agents
The base pay range for this role is ₹3,850,000-₹5,500,000 INR per year.