66K–78K EUR / year
Lead, Quality
QAOn-site — Dublin, Ireland
Published on 2026-10-27
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About this role
Lead quality programs across Airbnb’s external customer support partner network, improving consistency, compliance, and customer experience. Analyze performance data, guide partner teams, and drive measurable improvement initiatives across regional and global sites.
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.
What you'll do
- Drive compliance, performance, and consistency across partner quality processes
- Report and analyze quality metrics for internal and external leaders
- Develop action plans from performance data and lead projects through implementation
- Coach and develop quality specialists and mentor Partner Quality Leads
- Work with partner and internal teams to resolve escalations and improve site performance
- Oversee partner-site certification, onboarding, and global quality calibrations
What we're looking for
- At least 5 years of customer experience management in a rapidly growing partner network
- Experience in a QA Lead or related role
- Contact center experience with internal and outsourced partners
- Experience creating, measuring, and analyzing quality metrics and KPIs
- Strong analytical, communication, and organizational skills
- Proven ability to lead teams and deliver improvement projects
- Able to work independently; in-region travel up to 40%
Nice to have
- Advanced Excel and Tableau skills
- Knowledge of NPS, Medallia, and contact center QA platforms such as Observe.ai
- Quality assurance certification such as COPC
- Coaching, people management, and presentation experience