Senior Lead Quality, Global English

The Community You Will Join: 

The Quality Lead for Global English supports the largest segment of Airbnb's Community Support partner network, the Global English Volume Tier. This lead oversees 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.

The Difference You Will Make:

This is an execution and leadership role. The Quality Lead is responsible for making the quality program work on the ground: ensuring partner QA teams are calibrated and accountable, translating quality standards into partner behavior, surfacing performance trends early, and driving the actions that close gaps. This Lead will also mentor a group of Partner Quality Leads, who work directly with partners to manage and drive performance; this individual will also work directly with Quality Leaders across our different partners supporting Global English. This Lead will direct the focus and energy of these teams toward what matters, remove blockers, help address areas of opportunity, and hold the overall GE quality program to a consistent standard.

A Typical Day: 

GE Quality Program Execution

• Own the day-to-day execution of the GE quality program across all Volume Tier service lines (R1, R2, R3, DSS, S&E, DMHS, RIT) and all GE partner sites.
• Ensure weekly QA evaluation targets are met across all sites and service lines; monitor evaluation completeness, calibration accuracy, and coaching activity within the GE portfolio.
• Maintain the weekly QA performance reporting cadence, ensuring partner QA teams and Partner Operations Managers receive timely, accurate, and actionable quality data each week.

Partner Network Governance & Accountability

• Hold GE partner QA teams accountable to the Performance Scorecard results: Agent Saturation Targets, Evaluation Completeness, Calibration Accuracy, Coaching Effectiveness, Actionable Insights.
• Maintain regular engagement with Partner Quality teams: weekly alignment cadences and alignment on monthly business reviews results and actions.
• Escalate partner performance gaps and establish documented action plans where warranted; escalation to the Sr. Leadership for situations that require escalation.
• Manage the New Site Onboarding process for any new GE partner sites that come online, ensuring they are calibrated to GE quality standards before they scale.

Calibration & Alignment

• Conduct calibration sessions across GE partner sites; ensure calibration rigor, so that GE quality is being measured consistently regardless of partner or geography.
• Drive QA alignment across Quality and Delivery teams. 

Insights, NPS Correlation & the AQS North Star

• Oversee NPS Detractor Analysis Insights, to identify drivers of dissatisfaction; work with Delivery, Training, and other stakeholders to address areas of opportunity. 
• Correlate quality results to operational outcomes and KPIs; place quality focus and emphasis accordingly, based on operational measures that require attention. 
• Ensure GE quality insights are integrated into the weekly partner performance narrative: when scores drop week-over-week, understand drivers and root cause; be able to explain in weekly reviews. 

Cross-Functional Initiatives

• Partner with the GE Training team on critical initiatives, such as Training Flight Simulator and AirReady; Quality's role is to ensure training artifacts related to Quality are aligned to to our Lead With Hospitality framework.
• Participate as the GE quality voice in cross-functional working groups, where quality findings have direct implications for process or content change. 
• Surface patterns from GE evaluations that signal policy gaps, workflow failures, or product issues — not just agent-level coaching opportunities. When the same investigation error appears across three different partner sites in the same week, that is a systemic issue that belongs in OneTrack, not a coaching note.

Reporting & Operational Cadences

• Own the GE contribution to the global Quality reporting framework: weekly KPI data by site and language (NPS, Reopen Rate, AQS, 0–60, Throughput) submitted accurately and on time as part of the automated reporting rollout, replacing the current manual slide validation process.
• Ensure GE partner sites are submitting their own KPI narratives with substance — not high-level summaries or incorrect figures. The QI Lead's job is to verify narrative quality, not just numbers; this role's job is to ensure that standard is held across all five partner networks.
• Maintain the GE calendar of quality touchpoints: weekly partner performance reviews, monthly calibration sessions, monthly partner business reviews, and quarterly COPC-style partner capability assessments — and ensure the QI Lead team is prepared and present for each.

Your Expertise:

• 8+ years of experience in Community/Customer Support Quality, Operations, or a related field, with direct experience managing QA programs across BPO or partner networks.
• Bachelor's Degree, preferably in related field required.
• Demonstrated experience driving partner BPO accountability: running calibration sessions, managing partner QA scorecards, writing and executing improvement plans, and holding BPO QA managers to performance standards in a governance context.
• Working knowledge of COPC methodology; able to apply COPC evaluation standards, sampling requirements, and calibration governance in a live multi-partner operational environment.
• Strong analytical skills: able to read weekly QA performance data, diagnose root causes behind score movements (tenure mix, calibration drift, form changes, workflow updates), and translate that diagnosis into a clear narrative for Delivery and partner leadership.
• Experience with QA tooling platforms — Observe.AI, NICE QC, or equivalent — including form design, calibration management, and partner site onboarding.
• Excellent written and verbal communication; able to write a sharp partner performance email, run a productive calibration session across time zones, and present quality findings to senior Delivery stakeholders with confidence.

Preferred

• Experience in a BPO or multi-site QA role, either in-house at a BPO or as a client-side quality manager managing multiple BPO partners simultaneously.
• 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; experience using AQS (Ambassador Quality Score) or equivalent composite agent performance metrics.
• Familiarity with cross-functional quality improvement programs — investigation skills initiatives, coaching ambassador programs, agent messaging tone efforts — and experience coordinating quality's role in multi-team rollouts.

Your Location:

This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Ontario, British Columbia, Quebec, Alberta, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces you are eligible to work from.

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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

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We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer.

This role is for an existing vacancy within the organization.