Global Volume-Tier Quality Leader & AI Insights

Airbnb; Ireland; On-site; EUR 120,000 - 160,000; Full time

Benefits offered by this job

Paid volunteer time

Health food and snacks

Generous parental and family leave

Learning and development

Annual travel and experiences credit

Job summary

Airbnb seeks a Senior Quality Lead, Volume Tiers to own and scale the global quality program for its highest-volume Community Support functions across GE and ROW. You will drive end-to-end quality strategies, consolidate QA frameworks, and leverage AI-powered tools to deliver measurable improvements while partnering with Service Delivery, Training and Business Process teams.

You will lead a globally distributed QA workforce, drive stakeholder alignment, and establish a unified operating model

Qualifications

• 5+ years managing globally distributed QA teams across languages, regions and partner orgs.
• Experience with large-scale multilingual QA programs in 24/7 support environments.
• Strong executive presence to influence senior stakeholders and lead quality narratives.
• Proven track record consolidating fragmented QA programs and driving NPS/CSAT improvements.
• Experience with vendor governance: calibration oversight and improvement plans.

Responsibilities

• Lead Volume Tier quality strategy across GE and ROW, across multiple services.
• Oversee QA evaluation across all partner sites and drive consistent processes.
• Lead root-cause analysis and translate QA findings into policy recommendations.
• Deploy and govern AI-assisted QA tools and ensure proper calibration.
• Represent quality in leadership reviews and cross-functional planning forums.

Skills

Executive presence

Quality leadership

Change management

Global QA management

Vendor governance

NPS/CSAT improvement

Education

Bachelor’s Degree or equivalent experience

MBA or Master’s preferred

COPC certification

Six Sigma Green/Black Belt

Tools

Observe.AI

QA tooling platforms

AutoQA

Job description

Airbnb seeks a Senior Quality Lead, Volume Tiers to own and scale the global quality program for its highest-volume Community Support functions across GE and ROW. You will drive end-to-end quality strategies, consolidate QA frameworks, and leverage AI-powered tools to deliver measurable improvements while partnering with Service Delivery, Training and Business Process teams.

You will lead a globally distributed QA workforce, drive stakeholder alignment, and establish a unified operating model