80K–100K EUR / year
Manager, Quality ROW
QAWorkplace — Ireland
Published on 2026-11-11
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About this role
Lead Airbnb’s quality program across non-English customer support operations in EMEA and CJK regions. Manage regional Quality Partner Leads and oversee partner QA performance, calibration, reporting, and improvement efforts across multiple BPO 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.
The team
Rest of World (ROW) Quality, supporting EMEA and CJK Community Support partner networks.
What you'll do
- Lead and develop EMEA and CJK Quality Partner Leads.
- Oversee weekly QA evaluations, reporting, calibration, and coaching standards across partner sites.
- Hold partner QA teams accountable to scorecards and drive documented improvement plans when needed.
- Analyze quality trends and NPS detractors, identify root causes, and coordinate corrective actions with partner and internal teams.
- Manage quality onboarding for new partner sites and ensure alignment with global standards.
- Represent ROW Quality in cross-functional initiatives and surface systemic policy, workflow, and product issues.
- Maintain the schedule and readiness for partner reviews, calibrations, and capability assessments.
What we're looking for
- 7+ years of experience in customer support quality or operations, including large-scale BPO or partner QA programs.
- 3+ years managing QA Leads or Quality Partner Leads with partner oversight responsibilities.
- Experience leading quality programs across multiple regions, languages, and time zones.
- Demonstrated BPO governance experience, including calibration, scorecards, and improvement plans.
- Working knowledge of COPC methodology and its application in multi-partner operations.
- Strong analytical, written, verbal, and stakeholder communication skills.
- Experience with QA platforms such as Observe.AI, NICE QC, or equivalent.
- Bachelor’s degree or equivalent experience.
Nice to have
- Professional proficiency in an EMEA or CJK language, or experience managing non-English support quality.
- Experience with hospitality, travel, or multi-site BPO support programs.
- Familiarity with Lead With Hospitality, COPC-aligned QA rubrics, or fatal-scoring models.
- Six Sigma Green Belt or equivalent problem-solving training.
- Experience analyzing QA-to-NPS or QA-to-CSAT relationships and using composite agent metrics.
- Experience coordinating cross-functional quality improvement programs.
Benefits
- May be eligible for bonus, equity, benefits, and Employee Travel Credits.