Senior Lead Quality, Global English

Airbnb; Ireland; On-site; EUR 80,000 - 100,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Quality management

Partner governance

COPC knowledge

QA tooling

Education

Bachelor's Degree

Tools

Observe.AI

NICE QC

Job description

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join

This lead oversees the day-to-day quality operation across multiple BPO partners, spanning Resolutions 1, 2, and 3, Dedicated Service Support, Services & Experiences, Dedicated Managed Host Support, and Review Integrity, across roughly 5,000+ GE-language agents globally.

The Difference You Will Make

This is an execution and leadership role. The Quality Lead is responsible for making the quality program work on the ground: ensuring partner QA teams are calibrated and accountable, translating quality standards into partner behavior, surfacing performance trends early, and driving the actions that close gaps. This Lead will also mentor a group of Partner Quality Leads, who work directly with partners to manage and drive performance; this individual will also work directly with Quality Leaders across our different partners supporting Global English. This Lead will direct the focus and energy of these teams toward what matters, remove blockers, help address areas of opportunity, and hold the overall GE quality program to a consistent standard.

A Typical Day

GE Quality Program Execution

• Own the day-to-day execution of the GE quality program across all Volume Tier service lines (R1, R2, R3, DSS, S&E, DMHS, RIT) and all GE partner sites.
• Ensure weekly QA evaluation targets are met across all sites and service lines; monitor evaluation completeness, calibration accuracy, and coaching activity within the GE portfolio.
• Maintain the weekly QA performance reporting cadence, ensuring partner QA teams and Partner Operations Managers receive timely, accurate, and actionable quality data each week.

Partner Network Governance & Accountability

• Hold GE partner QA teams accountable to the Performance Scorecard results: Agent Saturation Targets, Evaluation Completeness, Calibration Accuracy, Coaching Effectiveness, Actionable Insights.
• Maintain regular engagement with Partner Quality teams: weekly alignment cadences and alignment on monthly business reviews results and actions.
• Escalate partner performance gaps and establish documented action plans where warranted; escalation to the Sr. Leadership for situations that require escalation.
• Manage the New Site Onboarding process for any new GE partner sites that come online, ensuring they are calibrated to GE quality standards before they scale.

Calibration & Alignment

• Conduct calibration sessions across GE partner sites; ensure calibration rigor, so that GE quality is being measured consistently regardless of partner or geography.
• Drive QA alignment across Quality and Delivery teams.

Insights, NPS Correlation & the AQS North Star

• Oversee NPS Detractor Analysis Insights, to identify drivers of dissatisfaction; work with Delivery, Training, and other stakeholders to address areas of opportunity.
• Correlate quality results to operational outcomes and KPIs; place quality focus and emphasis accordingly, based on operational measures that require attention.
• Ensure GE quality insights are integrated into the weekly partner performance narrative: when scores drop week-over-week, understand drivers and root cause; be able to explain in weekly reviews.

Cross-Functional Initiatives

• Partner with the GE Training team on critical initiatives, such as Training Flight Simulator and AirReady; Quality's role is to ensure training artifacts related to Quality are aligned to to our Lead With Hospitality framework.
• Participate as the GE quality voice in cross-functional working groups, where quality findings have direct implications for process or content change.
• Surface patterns from GE evaluations that signal policy gaps, workflow failures, or product issues — not just agent-level coaching opportunities. When the same investigation error appears across three different partner sites in the same week, that is a systemic issue that belongs in OneTrack, not a coaching note.

Reporting & Operational Cadences

• Own the GE contribution to the global Quality reporting framework: weekly KPI data by site and language (NPS, Reopen Rate, AQS, 0–60, Throughput) submitted accurately and on time as part of the automated reporting rollout, replacing the current manual slide validation process.
• Ensure GE partner sites are submitting their own KPI narratives with substance — not high-level summaries or incorrect figures. The QI Lead's job is to verify narrative quality, not just numbers; this role's job is to ensure that standard is held across all five partner networks.
• Maintain the GE calendar of quality touchpoints: weekly partner performance reviews, monthly calibration sessions, monthly partner business reviews, and quarterly COPC-style partner capability assessments — and ensure the QI Lead team is prepared and present for each.

Your Expertise

• 8+ years of experience in Community/Customer Support Quality, Operations, or a related field, with direct experience managing QA programs across BPO or partner networks.
• Bachelor's Degree, preferably in related field required.
• Demonstrated experience driving partner BPO accountability: running calibration sessions, managing partner QA scorecards, writing and executing improvement plans, and holding BPO QA managers to performance standards in a governance context.
• Working knowledge of COPC methodology; able to apply COPC evaluation standards, sampling requirements, and calibration governance in a live multi-partner operational environment.
• Strong analytical skills: able to read weekly QA performance data, diagnose root causes behind score movements (tenure mix, calibration drift, form changes, workflow updates), and translate that diagnosis into a clear narrative for Delivery and partner leadership.
• Experience with QA tooling platforms — Observe.AI, NICE QC, or equivalent — including form design, calibration management, and partner site onboarding.
• Excellent written and verbal communication; able to write a sharp partner performance email, run a productive calibration session across time zones, and present quality findings to senior Delivery stakeholders with confidence.

Preferred

• Experience in a BPO or multi-site QA role, either in-house at a BPO or as a client-side quality manager managing multiple BPO partners simultaneously.
• Six Sigma Green Belt or equivalent structured problem-solving background.
• Background working with analytics teams on QA-to-NPS or QA-to-CSAT correlation analysis; experience using AQS (Ambassador Quality Score) or equivalent composite agent performance metrics.
• Familiarity with cross-functional quality improvement programs — investigation skills initiatives, coaching ambassador programs, agent messaging tone efforts — and experience coordinating quality's role in multi-team rollouts.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

How We'll Take Care Of You

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Ireland Annual Pay Range

€80.000—€100.000 EUR

Reasonable Accommodations

We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.