1610K–2110K INR / year
Lead, Quality
QAOn-site — Gurgaon, India
Published on 2026-11-13
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About this role
Lead quality assurance for Airbnb’s Aircover program in India, supporting partner QA teams and internal claims and service recovery functions. Use audits, calibrations, reporting, and root cause analysis to improve service quality and support new product launches.
About the company
Airbnb is a global online marketplace that connects travelers with hosts offering unique accommodations and experiences in various destinations. The platform serves individuals seeking short-term lodging as well as hosts looking to monetize their properties.
The team
Aircover Quality, supporting the Aircover Claims Experience (ACE) and Service Recovery teams.
What you'll do
- Monitor partner QA performance and audit partner QA outputs.
- Lead calibration sessions across partner and internal teams to maintain scoring consistency.
- Analyze and present quality findings, trends, and recommendations to stakeholders.
- Conduct root cause analysis for executive escalations and lead deep-dive improvement projects.
- Support quality readiness and monitoring for new Aircover launches and products.
- Improve quality forms, sampling methods, coaching, and monitoring guardrails.
- Complete ongoing Aircover training and work on at least one claim each month.
What we're looking for
- Bachelor’s degree or equivalent education and experience.
- More than 7 years of experience in quality assurance, customer experience, claims operations, or a related operational field.
- Experience supporting, managing, or governing quality programs in BPO environments.
- Proven root cause analysis, reporting, stakeholder presentation, and continuous improvement skills.
- Experience with quality dashboards and data visualization tools such as Tableau, Google Sheets, Excel, or Salesforce.
- Ability to influence partner and internal stakeholders without direct authority.
- Strong understanding of Aircover claims processes, policies, products, and specialist behavioral expectations.
Nice to have
- Experience supporting large-scale process improvements, program launches, or operational projects.