106K–125K USD / year
Lead, Quality, Elevated Support
QARemote — United States
Published on 2026-11-13
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About this role
Own and execute Airbnb’s quality program for the Elevated Support service tier across BPO partner sites, languages, and queues. Ensure partners apply consistent quality standards, use findings to improve service for guests with urgent or complex issues, and help mature the tier’s quality targets and scorecard.
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
Elevated Support Quality, partnering with Delivery, partner QA teams, and the Elevated Support program team.
Stack
Observe.AICOPCLead With Hospitality (LWH)
What you'll do
- Manage partner quality evaluations, scorecard performance, coaching activity, and operating reviews.
- Lead partner calibration and audit partner QA evaluations for consistent scoring.
- Analyze NPS detractors and correlate quality results with operational KPIs to identify root causes.
- Validate performance data and communicate trends and recommended actions to partner and Delivery leadership.
- Support new partner site onboarding, language expansion, and certification to Airbnb quality standards.
- Drive adoption of Observe.AI and new quality initiatives across partner sites.
- Escalate systemic issues and represent Quality in cross-functional working groups.
What we're looking for
- 6+ years of experience in customer or community support quality, operations, or a related field.
- Experience managing QA programs across BPO or partner networks, including high-touch or escalated support.
- Bachelor’s degree, preferably in a related field.
- Experience leading calibration, reviewing partner scorecards, and following through on improvement plans.
- Working knowledge of COPC or an equivalent quality governance model.
- Strong analytical skills and ability to interpret QA and operational KPI data.
- Excellent written and verbal communication skills; able to work across time zones.
Nice to have
- Experience with Observe.AI or an equivalent QA platform, including AI-assisted scoring.
- Experience supporting premium or specialized support tiers.
Benefits
- May be eligible for a bonus, equity, benefits, and Employee Travel Credits.