Senior Quality & Ops Leader – Global English (Remote)

Airbnb, Inc.; United States; A distancia; USD 86.000 - 115.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Bonus

Equity

Employee Travel Credits

Descripción de la vacante

Airbnb seeks a Senior Lead to head Global English quality operations, overseeing the largest segment of the partner network and driving calibration across multiple BPO partners. You will mentor Quality Leads to ensure consistency and escalate issues to preserve service standards.

The role requires aligning QA results with NPS and KPIs, building governance, and closing performance gaps while promoting a culture of excellence within a remote Canada-based team.

Formación

• 8+ years in customer support quality or operations with BPO QA management experience.
• Strong analytical skills and experience with QA tools like Observe.AI or NICE QC.
• Working knowledge of COPC methodology and Six Sigma Green Belt preferred.

Responsabilidades

• Execute daily quality operations, monitor QA evaluations, and maintain reporting cadences.
• Conduct calibration sessions, manage partner governance, and escalate performance gaps.
• Correlate quality results to NPS and operational KPIs to prioritize improvement areas.

Conocimientos

QA management

Analytical skills

Herramientas

Observe.AI

NICE QC

Descripción del empleo

Airbnb seeks a Senior Lead to head Global English quality operations, overseeing the largest segment of the partner network and driving calibration across multiple BPO partners. You will mentor Quality Leads to ensure consistency and escalate issues to preserve service standards.

The role requires aligning QA results with NPS and KPIs, building governance, and closing performance gaps while promoting a culture of excellence within a remote Canada-based team.