Founded in 2008, Airbnb exists to create a world where anyone can belong anywhere, providing healthy travel that is local, authentic, diverse, inclusive and sustainable. Airbnb uniquely leverages technology to economically empower millions of people around the world to unlock and monetize their spaces, passions and talents to become hospitality entrepreneurs. Airbnb’s accommodation marketplace provides access to 6+ million unique places to stay in nearly 100,000 cities and 191 countries. With Experiences, Airbnb offers unprecedented access to local communities and interests through 30,000+ unique, handcrafted activities run by hosts across 1,000+ markets around the world. Airbnb’s people-to-people platform benefits all its stakeholders, including hosts, guests, employees and the communities in which it operates.

The CS Quality Lead will be responsible for the Quality performance of both single touch and multi touch partner sites. This role will report to the CS Regional Quality Manager.  In partnership with the Partner Management team, this role works closely with both the internal Quality team and partners on 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 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 stakeholders. This role has the potential to be incredibly impactful in the QA construct, and the right person must be highly motivated by the opportunity to effect change. The successful candidate needs to work with fellow Partner Quality Leads to ensure the consistency of the program, learn and share best practices and support other partners and sites if needed.

Responsibilities

  • Works directly with partner Quality teams to drive compliance, performance and consistency in all quality processes
  • Provides reporting and analysis to internal and external leadership so they can coach their teams effectively
  • Works closely with the on site partner QA Lead to determine best practices for QA processes, in collaboration with the QA Manager and Partner Manager
  • Analyzes data to identify issues and help develop impactful and measurable action plans, and leverage project management acumen to bring the plans to fruition
  • Manages and develops supporting specialists including oversight of training and onboarding of QIA team members
  • Works directly with our Partner Management team to improve partner site performance
  • Implements the policies and best practices of the global Quality program
  • Drives continuous improvement of our user experience through closed loop feedback
  • Occasionally leads or takes part in projects that develop Quality program elements
  • Monitors, reports and works around any quality tool outages
  • Learns NICE to become a tool SME; runs reports weekly to understand opportunities at their designated sites
  • Provides in-region reporting on Quality program status, performance, hiring, onboarding and outcomes to the EMEA Regional Quality Manager on a regular basis
  • Conducts Quality certification for all new Partner sites. Ensures all new Partner site QIAs meet the calibration standards of the global Quality program post-onboarding
  • Works with Partner Management team to address escalated issues, dips in performance and the rollout of new Quality initiatives to drive performance
  • Participates in and completes site visits for all new site RFPs
  • Leads global calibrations across partner network 

Requirements 

  • 2-4 years of Customer Experience management experience in a rapidly growing partner network
  • Experience working in a QA Specialist or related role
  • Ability to work independently in an offsite location without direct manager supervision
  • Travel required up to 40%
  • International travel required
  • International Visa required
  • Contact center experience with internal and outsourced partners
  • Experience with creating, measuring, and analyzing quality metrics/KPIs
  • Experience leading, inspiring and motivating others to meet goals and metrics
  • Passionate about setting a high bar of exceptional customer service
  • Highly-developed analytical and critical-thinking skills
  • Ability to spot trends in data and provide recommended actions to drive performance
  • Excellent written and verbal communication skills

Preferred 

  • Exceptional coaching abilities
  • Advanced knowledge of Excel or Google Docs
  • Strong knowledge of NPS and Quality tools (e.g. Medallia)
  • Experience with NICE Quality Central (speech analytics)
  • Familiarity with industry leading contact center Quality Assurance platforms & programs
  • Quality Assurance certification (e.g. COPC) 
  • Ability to create and deliver presentations to the organization
 
Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We provide equal employment opportunities to all employees and applicants for employment without regard to sex, race, colour, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.