Global Quality Lead, Volume Tiers & AI Insights

airbnb, Inc.; Ireland; On-site; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Bonus eligibility

Equity participation

Employee travel credits

Job summary

Airbnb seeks a Senior Quality Lead for the Volume Tiers portfolio. This senior role owns the end-to-end quality program for ROW and Elevated Support, spanning multiple languages and service tiers.

You will lead a globally distributed Quality team, consolidate QA frameworks, and drive AI-assisted QA deployments, ensuring alignment with service delivery, training, and platform partners to improve NPS/CSAT and coaching impact.

Qualifications

• 12+ years in Customer/Community Support, QA, or Contact Center Operations with multilingual QA program accountability.
• 5+ years managing globally distributed QA teams across languages/regions in 24/7 environments.
• Bachelor’s degree; MBA/Master’s preferred.

Responsibilities

• Own Volume Tier quality strategy and drive cross-functional alignment across GE and ROW.
• Consolidate fragmented QA frameworks into a unified operating model.
• Oversee QA evaluation across partner sites and lead root-cause analyses to inform product/process improvements.
• Deploy and govern AI-assisted QA tools and ensure calibration consistency.

Skills

Quality leadership

Global QA teams

Executive presence

AI/ML QA tools

Stakeholder management

QA framework consolidation

Education

Bachelor's degree or equivalent

MBA or Master’s preferred

Tools

AutoQA

Observe.AI

QA tooling platforms

Job description

Airbnb seeks a Senior Quality Lead for the Volume Tiers portfolio. This senior role owns the end-to-end quality program for ROW and Elevated Support, spanning multiple languages and service tiers.

You will lead a globally distributed Quality team, consolidate QA frameworks, and drive AI-assisted QA deployments, ensuring alignment with service delivery, training, and platform partners to improve NPS/CSAT and coaching impact.