1610K–2110K INR / year
Quality Insights Lead
QAOn-site — Gurugram, India
Published on 2026-10-16
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About this role
The Quality Insights Lead oversees the Quality program within the Customer Support organization, driving continuous improvement initiatives. This involves analyzing customer interactions, collaborating with various teams, and coaching Customer Support agents to uphold high-quality service standards.
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
- Support Quality programs daily
- Design and manage deep-dive projects for service improvements
- Use AI-driven insights to pinpoint performance gaps
- Lead global calibration sessions for standardization
- Coach Customer Support agents
- Participate in Partner site quality initiatives
What we're looking for
- 4-6 years in Customer Experience management
- Experience in QA Specialist role
- Knowledge of contact center processes
- Familiarity with customer service assessment tools
- Proficiency in Google Suite
- Excellent communication skills
- Ability to obtain COPC certification
- Analytical and critical-thinking skills
Nice to have
- Advanced Excel or Google Docs knowledge
- Experience with NPS and Quality tools
- Hands-on experience with AI-driven conversation intelligence
- Quality Assurance certification (like COPC)