Global Quality Lead for BPO Partners

Airbnb, Inc.; Dublin; Hybrid; CAD 110,000 - 140,000; Full time

Job summary

Airbnb is seeking a Quality Lead to oversee the day-to-day quality operation across multiple BPO partners and GE language agents. You will translate quality standards into partner behavior, drive performance improvements, and mentor a team of Partner Quality Leads across global sites.

In this execution-focused role, you will calibrate QA measures, own weekly reporting, escalate gaps, and partner with cross-functional teams to close opportunities.

Qualifications

• 8+ years in Customer Support Quality or Operations, with QA program oversight.
• Bachelor's Degree required.
• Experience managing QA across BPO networks and partner sites.

Responsibilities

• Lead day-to-day GE quality program across multiple lines and partner sites.
• Ensure weekly QA targets, evaluation completeness, calibration, and coaching.
• Maintain weekly QA performance reporting to partner teams and leaders.
• Escalate gaps and drive action plans; onboard new partner sites.
• Calibrate across GE partner sites to ensure consistent quality.

Skills

Quality leadership

Analytical skills

Stakeholder communication

Governance

COPC knowledge

Education

Bachelor's Degree

Tools

Observe.AI

NICE QC

Job description

Airbnb is seeking a Quality Lead to oversee the day-to-day quality operation across multiple BPO partners and GE language agents. You will translate quality standards into partner behavior, drive performance improvements, and mentor a team of Partner Quality Leads across global sites.

In this execution-focused role, you will calibrate QA measures, own weekly reporting, escalate gaps, and partner with cross-functional teams to close opportunities.