80K–100K EUR / year
Senior Lead Quality, Global English
QAWorkplace — Ireland, 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. Ensure consistent quality measurement, partner accountability, and actionable insights that improve customer outcomes and operational performance.
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 weekly QA targets, reporting, calibration, and coaching across Global English partner sites.
- Manage partner scorecards, performance reviews, escalations, and improvement plans.
- Mentor Partner Quality Leads and hold partner QA teams accountable to quality standards.
- Lead onboarding and quality calibration for new partner sites.
- Analyze NPS detractors and quality trends, connect quality results to operational KPIs, and communicate root causes.
- Identify systemic policy, workflow, and product issues and bring them to cross-functional teams.
- Partner with Training and other teams on quality-related initiatives and training materials.
- Maintain quality reporting and partner review cadences, including weekly, monthly, and quarterly sessions.
What we're looking for
- 8+ years of experience in customer support quality, operations, or a related field.
- Bachelor’s degree required, preferably in a related field.
- Experience managing QA programs across BPO or partner networks.
- Experience running calibrations, managing partner scorecards, and executing improvement plans.
- Working knowledge of COPC methodology and quality governance.
- Strong analytical skills and ability to explain quality performance trends and root causes.
- Experience with QA tools such as Observe.AI, NICE QC, or equivalent.
- Excellent written and verbal communication skills.
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 or similar metrics.
- Experience coordinating cross-functional quality improvement programs.
Benefits
- Eligible for bonus, equity, benefits, and Employee Travel Credits.