Global Quality Lead, AirCover (Remote Canada)

Airbnb; United States; Remote; USD 90,000 - 112,000; Full time

Job summary

Airbnb is seeking a Senior Quality Lead to own the AirCover quality program. You will lead a global QA function across internal teams and BPO partners, ensuring rigorous evaluations, defensible findings, and scalable improvement across a high‑impact insurance‑like product.

You will shape strategy, define sample design, drive AI-enabled QA, and build trusted partnerships with operational leadership. The role demands 10+ years in customer support/quality, COPC/Six Sigma expertise, and the ability

Qualifications

• 10+ years in Customer Support, Quality Assurance, or Operations with leadership of quality programs.
• 5+ years managing quality teams in global, partner-based environments.
• Bachelor's degree required; MBA or Masters preferred.
• Deep expertise in COPC, Six Sigma, Lean quality methodologies and applying them to high-volume support.
• Experience with QA tooling platforms, form design, calibration management, and AutoQA deployment.
• Proven ability to build trusted relationships with operational stakeholders.
• Comfortable operating in ambiguous environments.
• Strong analytical skills to derive insights from QA data and craft defensible leadership narratives.

Responsibilities

• Own the AirCover quality strategy and align it to business needs.
• Lead QA evaluation execution across AirCover domestically and with global partners.
• Drive root cause analysis and translate findings into product/process/policy improvements.
• Define sampling, alignment thresholds, and remediation processes with measurable coaching impact.
• Build executive-level quality reporting and stakeholder escalation frameworks.
• Lead AI-enabled QA initiatives and automate KPI reporting.
• Foster a One-Quality-Team culture and strong cross-team collaboration.

Skills

Quality leadership

Quality program mgmt

COPC/Six Sigma/Lean

QA tooling

Stakeholder management

Data analysis

Ambiguity tolerance

Education

Bachelor's degree

MBA or Masters preferred

Tools

AutoQA

Observe.AI

Job description

Airbnb is seeking a Senior Quality Lead to own the AirCover quality program. You will lead a global QA function across internal teams and BPO partners, ensuring rigorous evaluations, defensible findings, and scalable improvement across a high‑impact insurance‑like product.

You will shape strategy, define sample design, drive AI-enabled QA, and build trusted partnerships with operational leadership. The role demands 10+ years in customer support/quality, COPC/Six Sigma expertise, and the ability