Global Quality Leader, Volume Tiers

Airbnb; San Francisco (CA); Remote; CAD 180,000 - 280,000; Full time

Job summary

Airbnb is seeking a Senior Quality Lead for Volume Tiers to own the global quality strategy across GE and ROW, spanning multiple service tiers and languages. The role includes unifying QA frameworks, driving AI-powered insights, and partnering with Service Delivery, Training, and Business Process Improvement to align priorities and remediate issues.

The successful candidate will be a credible partner to stakeholders, serving as the voice of quality for the Volume Tier portfolio with a focus on

Qualifications

• 12+ years in customer support, QA, or contact center operations with multilingual QA leadership.
• 5+ years leading globally distributed QA teams in a 24/7 environment.
• Bachelor’s degree; MBA or Master’s preferred.

Responsibilities

• Own volume-tier quality strategy and operating model.
• Consolidate QA frameworks into a unified model across GE and ROW.
• Represent Volume Tier quality in WBRs, MBRs, QBRs, and cross-functional planning forums.
• Oversee QA evaluation across partner sites globally and ensure consistency.
• Lead AI-enabled quality tools deployment and governance.
• Lead globally distributed Quality Leads and Insights Analysts.

Skills

12+ years experience

Global QA leadership

Quality methodologies

Stakeholder collaboration

Education

Bachelor’s degree

MBA or Master’s preferred

Tools

AutoQA

Job description

Airbnb is seeking a Senior Quality Lead for Volume Tiers to own the global quality strategy across GE and ROW, spanning multiple service tiers and languages. The role includes unifying QA frameworks, driving AI-powered insights, and partnering with Service Delivery, Training, and Business Process Improvement to align priorities and remediate issues.

The successful candidate will be a credible partner to stakeholders, serving as the voice of quality for the Volume Tier portfolio with a focus on