Directeur Qualité – Niveaux de Volume Global (Multilingue)

Airbnb; United States; Teletrabalho; USD 112 000 - 140 000; Tempo integral

Resumo da oferta

Airbnb Canada seeks a senior leader to own the volume-quality program across global support operations. You will unify fragmented QA frameworks and drive AI-enabled quality tooling, partnering with service delivery, training and process-improvement teams to align priorities and deliver measurable impact.

You will serve as a credible partner to stakeholders, acting as the quality spokesperson for the volume portfolio, shaping strategy and ensuring excellent outcomes across the English Global and

Qualificações

• Minimum 12 years in customer or community support, QA or contact center ops with multilingual QA programs.
• Minimum 5 years leading QA teams globally, in multilingual, always-on environments.
• Bachelor’s degree; MBA or Master’s is a plus.
• Experience with QA platforms including form design, calibration, and automated QA.
• Expertise in COPC, Six Sigma, Lean methodologies and applying them to complex support environments.

Responsabilidades

• Own and execute the volume-quality strategy, eliminating silos and aligning with stakeholders.
• Consolidate fragmented QA frameworks into a unified operating model.
• Present quality metrics in leadership reviews and cross-functional planning forums.
• Lead global QA execution across partner sites with standardized QA processes.
• Drive AI-enabled QA deployment (AutoQA/Observe.AI) and establish QA governance.

Conhecimentos

Leadership

Quality assurance

COPC/Six Sigma/Lean

AI-enabled QA (AutoQA/Observe.AI)

Stakeholder management

Multilingual support operations

Strategic thinking

Governing partner networks

Formação académica

Bachelor's degree or equivalent

MBA or Master’s degree (preferred)

Ferramentas

Observe.AI

QA tooling and calibration frameworks

Descrição da oferta de emprego

Airbnb Canada seeks a senior leader to own the volume-quality program across global support operations. You will unify fragmented QA frameworks and drive AI-enabled quality tooling, partnering with service delivery, training and process-improvement teams to align priorities and deliver measurable impact.

You will serve as a credible partner to stakeholders, acting as the quality spokesperson for the volume portfolio, shaping strategy and ensuring excellent outcomes across the English Global and