Skill Compatibility Diagnostics
Live technical match evaluated against role architecture & expected skills.
Consider reviewing the missing technical prerequisites before submitting your application.
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About the Role
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
The Partner Quality Lead will work closely with the Partner Optimisation and Delivery teams, ensuring consistency and quality in all customer interactions provided by our partners. The Lead is an ambassador of the Airbnb brand, and must have the ability to articulate those expectations in an authoritative and decisive voice. Our partners are looking to this person to set the bar, and provide them with the framework to achieve success. The ideal candidate has a proven ability to cultivate effective and productive business relationships and champions the Airbnb practice of treating our external partners as true Airbnb family.
The Difference You will Make:
The Partner Quality Lead leverages their analytic skills to create a metric-driven determination of our successes as well as our opportunities for improvement. The right person is skilled at seeing the big picture and can communicate the findings effectively with key senior stakeholders. The successful candidate needs to work with the wider Quality team to ensure the consistency of the program, learn and share best practices with all Partner Quality Leads and support other partners and sites if needed. The Partner Quality Lead fills in for Regional Quality Manager as needed.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
Key Technical Responsibilities
- check_circle Works directly with partner Quality teams to drive compliance, performance and consistency in all quality processes
- check_circle Provides reporting and analysis to internal and external leadership so they can drive performance/process improvement effectively
- check_circle Provides leadership for key CS initiatives in their region or globally (R3, Premium, Elevated, etc.)
- check_circle Works closely with the onsite partner QA Lead to determine best practices for QA processes, in collaboration with the QA Manager and Partner Manager
- check_circle Analyses data to identify issues and help develop impactful and measurable action plans, and leverage project management acumen to bring the plans to fruition
- check_circle Manages and develops supporting specialists including oversight of training and onboarding of QIA team members
- check_circle Acts as mentor for new L8 Partner Quality Leads on the team
- check_circle Covers RQM responsibilities as needed including regional BR's, call listening sessions, etc.
- check_circle Works directly with our CS Delivery team to improve partner site performance
- check_circle Implements the policies and best practices of the global Quality program
- check_circle Drives continuous improvement of our user experience through closed loop feedback
- check_circle Regularly leads or takes part in projects that develop Quality program elements
- check_circle Monitors, reports and works around any quality tool outages
- check_circle Runs reports weekly to understand opportunities at their designated sites and works with in-region Quality Leads to build action plans and drive improvement
- check_circle Provides in-region reporting on Quality program status, performance, hiring, onboarding and outcomes to the Regional Quality Manager on a regular basis
- check_circle Ensures Quality certification for all new Partner sites is conducted. Ensures all new Partner site QIAs meet the calibration standards of the global Quality program post-onboarding
- check_circle Works with Partner Optimisation, Delivery, OCM, Product teams to address escalated issues, dips in performance and the rollout of new Quality initiatives to drive performance
- check_circle Leads or participates in and drives successful implementation of new tier/worktype launches
- check_circle Participates in and completes site visits for all new site RFPs
- check_circle Ensures global calibrations across partner network happen on a monthly basis
Prerequisites & Qualifications
- check Minimum 5 years of Customer Experience management experience in a rapidly growing partner network
- check Experience working in a QA Lead or related role
- check Ability to work independently in an offsite location without direct manager supervision
- check Excellent written, verbal communication and organisational skills
- check Contact centre experience with internal and outsourced partners
- check Experience with creating, measuring, and analysing quality metrics/KPIs
- check Experience leading, inspiring and motivating others to meet goals and metrics
- check Passionate about setting a high bar of exceptional customer service
- check Highly-developed analytical and critical-thinking skills
- check Ability to spot trends in data and provide recommended actions to drive performance
- check Ability to drive improvement projects with proven results
- check In-region travel required up to 40%
- check Exceptional coaching abilities (Preferred)
- check Advanced knowledge of Excel (Preferred)
- check Advanced knowledge of Tableau (Preferred)
- check Strong knowledge of NPS and Quality tools like Medallia (Preferred)
- check Familiarity with industry leading contact centre Quality Assurance platforms & programs like Observe.ai (Preferred)
- check Quality Assurance certification such as COPC (Preferred)
- check Ability to create and deliver presentations to the organisation (Preferred)
- check Experience with people management and mentorship (Preferred)
About Airbnb Greenhouse Board
Verified hiring organization details.
Airbnb Greenhouse Board is an active technology employer in the Technology & Software sector, known for engineering rigor and scalable systems development.