Global English Quality Lead — Remote Canada

Airbnb, Inc.; United States; Remote; USD 73,000 - 92,000; Full time

Job summary

Airbnb is seeking a Quality Lead for Global English to oversee the quality program across a global network of partners. You will drive calibration, governance, and actionable insights, mentoring Partner Quality Leads and collaborating with Quality Leaders across partners to maintain high standards of service.

The role requires strong analytical skills and experience managing QA across BPO networks, with a focus on consistent quality and performance-driven improvements in a multi-site environment.

Qualifications

• 8+ years of experience in Community/Customer Support Quality, Operations, or a related field.
• Bachelor’s Degree required.
• Demonstrated experience driving partner QA accountability and governance.
• Familiarity with COPC methodology and QA tooling platforms.

Responsibilities

• Own GE quality program execution across all service lines and partner sites.
• Ensure weekly QA evaluation targets and calibration accuracy.
• Maintain weekly quality reporting cadence for partner QA teams and managers.
• Escalate gaps and drive action plans with senior leadership.
• Lead calibration sessions to ensure consistent quality across partners and geographies.
• Collaborate with Training, Delivery, and other stakeholders to address systemic issues.

Skills

Quality leadership

Analytical skills

Cross-functional collaboration

Communication

Education

Bachelor's Degree

Tools

Observe.AI

NICE QC

Job description

Airbnb is seeking a Quality Lead for Global English to oversee the quality program across a global network of partners. You will drive calibration, governance, and actionable insights, mentoring Partner Quality Leads and collaborating with Quality Leaders across partners to maintain high standards of service.

The role requires strong analytical skills and experience managing QA across BPO networks, with a focus on consistent quality and performance-driven improvements in a multi-site environment.