Global QA Lead - Partner Quality and Calibration

Airbnb, Inc.; Ireland; Presencial; EUR 80.000 - 100.000; Jornada completa

Descripción de la vacante

Airbnb, Inc. is seeking a skilled Quality Lead to oversee GE quality programs across multiple partner networks and languages. You will mentor Partner Quality Leads, drive calibration, and ensure consistent standards across geographies.

The role focuses on execution, governance, and data-driven improvements, with collaboration across global English quality, Training, Delivery, and Partner Operations teams. Excellent communication and COPC experience are preferred.

Formación

• Bachelor's Degree, preferably in related field.
• 8+ years in Community/Customer Support Quality or Operations with QA program leadership.
• Proven ability to drive partner BPO accountability and governance.
• COPC knowledge and calibration governance in multi-partner environments.
• Strong analytical skills to diagnose score movements and tell a clear narrative.
• Experience with QA tooling platforms such as Observe.AI or NICE QC.
• Excellent written and verbal communication for cross-functional leadership.

Responsabilidades

• Own day-to-day GE quality program execution across all service lines and partner sites.
• Ensure weekly QA targets, calibration accuracy, and coaching activity are met.
• Maintain weekly QA reporting cadence and deliver actionable data to partners.
• Escalate partner performance gaps and drive documented action plans.
• Coordinate onboarding for new GE partner sites calibrated to quality standards.
• Conduct calibration sessions and drive QA alignment across teams.
• Surface patterns to address policy gaps, workflow failures, or product issues.

Conocimientos

Quality management

Partner governance

COPC knowledge

QA tooling

Educación

Bachelor's Degree

Herramientas

Observe.AI

NICE QC

Descripción del empleo

Airbnb, Inc. is seeking a skilled Quality Lead to oversee GE quality programs across multiple partner networks and languages. You will mentor Partner Quality Leads, drive calibration, and ensure consistent standards across geographies.

The role focuses on execution, governance, and data-driven improvements, with collaboration across global English quality, Training, Delivery, and Partner Operations teams. Excellent communication and COPC experience are preferred.