Global Quality Lead, Volume Tiers — AI-Driven QA

Airbnb; Ireland; On-site; EUR 180,000 - 240,000; Full time

Job summary

Airbnb is seeking a Senior Quality Lead for Volume Tiers to own the end-to-end quality program across GE and ROW. You will drive a unified operating model, break down silos, and leverage AI-powered tools to scale insights across a 24/7 global partner network.

You will lead a globally distributed team, partner with Service Delivery, Training, and Process Improvement, and own KPIs that measure coaching impact and quality outcomes at scale.

Qualifications

• 12+ years of experience in Customer/Community Support, Quality Assurance, or Contact Center Operations.
• 5+ years managing globally distributed QA teams across languages, regions, and 24/7 partners.
• Bachelor's Degree or equivalent; MBA or Masters preferred.

Responsibilities

• Own and execute the Volume Tier quality strategy aligned to priorities, breaking silos and defining a clear operating model.
• Consolidate QA frameworks across GE and ROW into a unified model; align signals and processes.
• Represent Volume Tier quality in WBRs, MBRs, QBRs, and cross-functional planning forums with proactive, narrative-led insights.
• Oversee QA evaluation across partner sites globally and ensure consistent QA processes.
• Lead root cause analysis on systemic failures and translate findings into product and policy recommendations.
• Build and govern AI-assisted quality tools governance and accountability frameworks.

Skills

Quality Assurance

Customer/Community Support

Leadership

COPC/Six Sigma/Lean

Multilingual QA

Education

Bachelor's degree or equivalent experience

MBA or Masters preferred

Tools

AutoQA (Observe.AI)

Job description

Airbnb is seeking a Senior Quality Lead for Volume Tiers to own the end-to-end quality program across GE and ROW. You will drive a unified operating model, break down silos, and leverage AI-powered tools to scale insights across a 24/7 global partner network.

You will lead a globally distributed team, partner with Service Delivery, Training, and Process Improvement, and own KPIs that measure coaching impact and quality outcomes at scale.