102K–128K CAD / year
Senior Lead Quality, Global English
QARemote — Canada
Published on 2026-10-29
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About this role
Lead execution of Airbnb’s Global English quality program across multiple BPO partners and service lines, supporting more than 5,000 agents. The role focuses on partner accountability, consistent QA standards, performance insights, and cross-functional improvements.
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
- Oversee QA operations, evaluation targets, reporting, and partner scorecards across Global English sites and service lines
- Lead partner calibration, governance, performance reviews, escalations, and improvement plans
- Analyze quality trends and NPS detractors, identify root causes, and connect QA results to operational outcomes
- Mentor Partner Quality Leads and hold partner QA teams accountable to performance standards
- Coordinate new partner-site onboarding and ensure alignment to quality standards
- Partner with Training and other teams on quality initiatives and surface systemic policy, workflow, or product issues
- Maintain weekly, monthly, and quarterly quality reporting and review cadences
What we're looking for
- 8+ years of experience in customer support quality, operations, or a related field
- Bachelor’s degree
- Direct experience managing QA programs across BPO or partner networks
- Experience leading calibrations, partner scorecards, and improvement plans
- Working knowledge of COPC methodology and multi-partner QA governance
- Strong analytical, written, verbal, and stakeholder communication skills
- Experience with QA platforms such as Observe.AI, NICE QC, or equivalent
Nice to have
- Experience managing multiple BPO partners or working in a multi-site BPO QA role
- Six Sigma Green Belt or equivalent problem-solving background
- Experience correlating QA results with NPS or CSAT, or using AQS
- Experience coordinating cross-functional quality improvement initiatives
Benefits
- May be eligible for bonus, equity, benefits, and Employee Travel Credits