Senior Quality Lead, Global English & BPO Partnerships

Airbnb, Inc.; Ireland; Ibrido; EUR 65.000 - 82.000; Tempo pieno

Descrizione del lavoro

Airbnb seeks a senior Quality Assurance leader to drive the Global English QA program across partner sites. You will calibrate QA teams, translate quality standards into agent behaviors, mentor partner QA leaders, and collaborate with Quality leaders across partners to improve performance.

You will monitor NPS-related insights, correlate quality with operational metrics, and guide improvements through weekly partner reviews and governance meetings. Strong COPC experience is preferred.

Competenze

• 8+ years of quality/operations experience in a BPO/QA environment.
• Excellent written and verbal communication skills in a cross-functional setting.
• Strong analytical capabilities to interpret quality and operational data.
• Knowledge of COPC standards and calibration processes.
• Familiar with AQ platforms such as Observe.AI and NICE QC.

Mansioni

• Lead the GE Global English QA program across partner sites, calibrate and drive accountability.
• Coach and mentor partner QA leaders, align with senior quality leadership across partners.
• Ensure weekly AQ performance reports and scorecards are produced and actionable.
• Capture and drive corrective actions when performance gaps are identified.
• Coordinate onboarding/calibration for new GE partner sites and scale quality programs.

Conoscenze

Quality program mgmt

Communication skills

Analytical skills

COPC knowledge

AQ platforms

Formazione

Bachelor's degree

Strumenti

Observe.AI

NICE QC

Descrizione del lavoro

Airbnb seeks a senior Quality Assurance leader to drive the Global English QA program across partner sites. You will calibrate QA teams, translate quality standards into agent behaviors, mentor partner QA leaders, and collaborate with Quality leaders across partners to improve performance.

You will monitor NPS-related insights, correlate quality with operational metrics, and guide improvements through weekly partner reviews and governance meetings. Strong COPC experience is preferred.