Quality Specialist, Hosting

As a Quality Operations Specialist, you are the operational backbone of the Services supply quality program , ensuring every Service that goes live on Airbnb meets Airbnb's standards of safety, design, and trust.

You operate as the subject matter expert (SME) for your functional area with full autonomy, own quality assurance across the team, drive process improvements, and mentor L4/L5 colleagues.

Key Responsibilities:

• Review onboarding funnels for incoming Services and evaluate their readiness for listing on Airbnb, ensuring all policy, design, and regulatory requirements are met.
• Manage daily queue prioritization and work allocation; ensure the team delivers against production goals with minimal supervision.
• Serve as SME , resolve escalations and complex edge cases; guide the team on policy interpretation and ambiguous decisions.
• Mentor and guide L4/L5 specialists; lead onboarding, training, and knowledge-transfer sessions including for partner sites.
• Own daily, weekly, and monthly reporting; surface operational trends and insights to leadership; flag risks before they become escalations.
• Represent the team in cross-functional meetings with Product, Policy, Legal, or Data teams.
• Identify process gaps; design scalable improvements, standardize SOPs, and drive tooling enhancements with product teams.
• Ensure key performance metrics are consistently met across Operations workflows.
• Evaluate Service submissions against Airbnb's host, content, and safety policies; make listing-readiness decisions with accuracy and consistency.
• Champion a culture of innovation , proactively explore emerging tools, automation opportunities, and AI-driven solutions to reimagine how the team works and scales.
• Support ad hoc projects based on business needs, with roles and responsibilities aligned to specific project requirements.

Requirements:

• Bachelor's degree in any stream, or equivalent practical experience.
• 4-6 years of relevant operations experience with a track record of independent ownership and cross-functional collaboration.
• Fluent in English , strong verbal and written communication skills.
• Proficient in Google Suite (Sheets, Docs, Drive) and MS Excel.
• Strong attention to detail with consistently high accuracy.
• Ability to interpret and apply policies, QA standards, and operational guidelines in ambiguous situations.
• Quick learner , ability to absorb training on new tools and processes rapidly.
• Comfortable with ambiguity, process change, and fast-moving or agile environments.
• Ability to work collaboratively across teams, offices, and time zones.
• Flexibility to work in a 24/7 rotating schedule, including weekends and rotational week-offs.
• Demonstrated problem-solving skills with a proactive, action-oriented mindset.
• Self-starter with a commitment to quality, accuracy, and consistency in all deliverables.

Good to have:

• Service reviewing or evaluating creator, host, or vendor onboarding in a marketplace platform (travel, hospitality, SaaS, or similar).
• Familiarity with trust & safety, content policy, or supply quality frameworks.
• Exposure to AI and automation tools (scraping, enrichment platforms, workflow automation).
• Experience with SQL or BI tools (Looker, Tableau, Superset) for pulling and interpreting operational data independently.
• Prior experience building or refining SOPs at team or program level.
• Ability to work with external vendors or partners for scaling operations.