Global English Quality Lead - Partner Excellence

airbnb, Inc.; San Francisco (CA); Remote; CAD 102,000 - 128,000; Full time

Job summary

Airbnb Canada is seeking a Quality Lead to oversee Global English QA across a multi-partner network, ensuring calibration, accountability, and consistent standards. You will mentor Partner Quality Leads, work with Quality Leaders across partners, and drive actions to close performance gaps.

The role emphasizes program execution, governance, and proactive insights to improve partner QA outcomes, customer experience, and operational metrics in a remote-first Canada setting.

Qualifications

• Bachelor's degree in a related field is required.
• 8+ years in QA/Quality in customer support or operations.
• Experience with COPC standards and multi-partner environments.
• Strong data analytics and ability to translate insights to leadership.

Responsibilities

• Lead the Global English quality program across multiple partner networks.
• Ensure weekly QA targets and reporting cadence across sites.
• Mentor Partner Quality Leads and coordinate with Quality Leaders.
• Identify gaps, surface trends, and drive corrective actions.
• Collaborate with Training and Delivery teams on initiatives.

Skills

QA leadership

COPC knowledge

Data analysis

Written & verbal communication

QA tooling (Observe.AI/NICE QC)

Education

Bachelor's Degree

Tools

Observe.AI

NICE QC

QA tooling

Job description

Airbnb Canada is seeking a Quality Lead to oversee Global English QA across a multi-partner network, ensuring calibration, accountability, and consistent standards. You will mentor Partner Quality Leads, work with Quality Leaders across partners, and drive actions to close performance gaps.

The role emphasizes program execution, governance, and proactive insights to improve partner QA outcomes, customer experience, and operational metrics in a remote-first Canada setting.