Senior Quality Manager (Volume Tiers)

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

• The Senior Quality Lead, Volume Tiers is the single accountable leader for quality measurement, insights, and continuous improvement across Airbnb’s highest-volume Community Support functions. This role owns the end-to-end quality program for:
• Global English (GE)
• Rest of World (ROW; which is comprised of 9 different languages)
• Elevated Support
• GE and ROW span across multiple service tiers: Resolutions 1, 2, and 3, Dedicated Service Support (DSS), Dedicated Managed Host Support (DMHS); supported across a global partner network operating 24/7 in dozens of languages
• This is a senior leadership role operating at the intersection of strategy and execution. The Senior Quality Lead will break down silos within the Quality organization, establish a unified operating model, and leverage AI-powered tools to scale quality insights
• This leader will work closely with Service Delivery, Training, Business Process Improvement, and other stakeholders to ensure alignment on priorities, remediate issues, and ensure Airbnb is providing its global partner network a unified set of priorities
• The successful candidate will establish themselves as a credible partner to stakeholders and be recognized internally as the voice of quality for the Volume Tier portfolio
• Own and execute the Volume Tier quality strategy aligned to several critical priorities: breaking silos, aligning with stakeholders, defining a clear operating model, and driving measurable impact
• Consolidate fragmented QA frameworks across GE and ROW into a unified operating model, eliminating inconsistent processes, divergent NPS detractor approaches, and incompatible quality signals
• Represent Volume Tier quality in WBRs, MBRs, QBRs, and cross-functional planning forums; bring a proactive, narrative-led perspective that gives leadership visibility before problems surface in operational reviews
• Oversee QA evaluation execution across all Volume Tier partner sites globally, ensuring consistent application of QA processes and frameworks
• Lead root cause analysis on systemic failures, translating QA findings into product, process, and policy recommendations that go beyond agent-level coaching
• Formalize Audit the Auditor as an ongoing control: define sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes
• Ensure every evaluation closes with a documented coaching action; build the tracking mechanisms to measure whether coaching is translating into performance improvement over time
• Establish automated KPI reporting across all Volume Tier sites, tiers, and languages, eliminating manual processes
• Unify NPS detractor analysis across GE and ROW, ensuring global patterns surface in real time
• Build a Partner QA Performance Scorecard, establishing clear accountability for Calibration Accuracy, Evaluation Completeness, Critical Error Detection, Coaching Effectiveness
• Lead the deployment of AutoQA (via Observe.AI) across Volume Tiers; partner with the Platform team to ensure appropriate sequencing
• Build and govern a clear accountability framework for AI-assisted quality tools and processes
• Lead a globally distributed team of Partner Quality Leads and Quality Insights Analysts
• Foster a One-Quality-Team culture that eliminates the cross-team divides: shared best practices, cross-regional learning, and proactive knowledge sharing
• Set high expectations and hold the team accountable for output quality, insight delivery, and stakeholder engagement
• Partner closely with peers to ensure one consistent quality voice across the portfolio

Benefits

• Paid volunteer time
• Health food and snacks
• Generous parental and family leave
• Learning and development
• Annual travel and experiences credit

Experience deploying or scaling AI/ML assisted QA tools (AutoQA, predictive NPS/CSAT)Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean), with a proven ability to apply them to high-volume, complex support environmentsStrong executive presence: able to influence senior stakeholders, present a unified quality narrative in leadership forums, and drive alignment across stakeholders5+ years managing globally distributed QA teams across multiple languages, regions, and partner organizations in a 24/7 support environmentExperience with QA tooling platforms, including hands-on ownership of form design, calibration management, and AutoQA deployment12+ years of experience in Customer/Community Support, Quality Assurance, or Contact Center Operations, with direct accountability for large-scale, multilingual QA programsExperience managing vendor partner governance: calibration oversight, performance improvement plans, and escalation frameworksBachelor’s Degree or equivalent experience, preferably in related field; MBA or Masters preferredDemonstrated track record of leading quality transformation, consolidating fragmented programs, driving measurable improvement in NPS/CSAT, and QA calibrationsCOPC certification; Six Sigma Green or Black BeltExperience with Observe.AIBackground in program management, change management, or organizational design within a high-growth tech environmentExperience working in or closely with BPO/vendor governance models at scale (1,000+ partner FTEs across multiple sites and geographies)