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Role Overview:
- Lead the largest segment of Airbnb's Community Support partner network for Global English.
- Mentor Partner Quality Leads and drive quality consistency across multiple BPO partners.
Responsibilities:
- 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.
Qualifications:
- 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.
Location and Benefits:
- Remote eligible in Canada (ON, BC, QC, AB, SK).
- Includes bonus, equity, benefits, and Employee Travel Credits.
Airbnb
Airbnb is an online marketplace that connects travelers with unique stays and experiences offered by hosts in nearly every country. With over 5 million hosts and 2 billion guest arrivals, Airbnb fosters a culture of belonging, inclusion, and creative innovation.