Global Quality Leader - Insurance Claims & Protection

Airbnb; Canada; On-site; CAD 128,000 - 160,000; Full time

Job summary

Airbnb is seeking a Senior Quality Lead for AirCover to own the quality program across global operations, including BPO partners. You will lead the development and execution of the quality strategy, ensuring rigorous evaluation, root-cause analysis, and data-driven improvements.

This role demands strategic leadership in a high-stakes, complex environment with cross-functional collaboration. The position involves building scalable QA processes, partnering with executive teams, and driving

Qualifications

• Bachelor's degree required; MBA preferred.
• 10+ years in Customer Support, QA, or Operations with quality leadership experience.
• 5+ years managing quality teams in global, partner-based support org.

Responsibilities

• Own and execute the AirCover quality strategy.
• Lead QA evaluation across AirCover and BPO partner sites.
• Perform root cause analyses and translate QA findings into product/process/policy changes.
• Define sampling, thresholds, calibration, and remediation processes.
• Develop executive escalation quality framework and KPIs; surface high-severity issues.
• Drive AutoQA adoption and leverage AI for insights and reporting.

Skills

Quality leadership

Operations management

Analytical skills

Stakeholder management

COPC

Six Sigma

Lean

QA tooling

Education

Bachelor's degree

MBA or Master's preferred

Tools

QA tooling platforms

Job description

Airbnb is seeking a Senior Quality Lead for AirCover to own the quality program across global operations, including BPO partners. You will lead the development and execution of the quality strategy, ensuring rigorous evaluation, root-cause analysis, and data-driven improvements.

This role demands strategic leadership in a high-stakes, complex environment with cross-functional collaboration. The position involves building scalable QA processes, partnering with executive teams, and driving