Global Quality Lead

The community you will join:
The Global English (GE) quality assurance lead supports the largest segment of Airbnb's community support partner network, namely the English volume tier. This person oversees the day-to-day quality activities of several business process outsourcing (BPO) partners. They cover Resolutions 1, 2 and 3, Dedicated Service Support, Services and Experiences, Managed Hosts Dedicated Support and Review Integrity, for approximately 5,000 or more GE-language agents worldwide.

The difference you will make:
This is a delivery and leadership role. The quality lead must make the quality programme work on the ground: ensure partners' quality assurance (QA) teams are calibrated and accountable, translate quality standards into partner behaviours, spot performance trends early and take the actions that close gaps. They will also act as a mentor to a group of partner quality leads, who work directly with partners to manage and improve performance. They will also work in direct collaboration with the quality leaders of our various partners who support Global English. They will direct these teams' attention and energy towards what matters, remove obstacles, help identify improvement opportunities and maintain the entire GE quality programme to a uniform standard.

A typical day:

GE quality programme delivery

• Ensure the daily delivery of the GE quality programme for all service lines of the volume tier (R1, R2, R3, DSS, S&E, DMHS, RIT) and for all GE partner sites.
• Ensure weekly QA evaluation targets are met at all sites and across all service lines; monitor evaluation completeness, calibration accuracy and coaching activities across the GE portfolio.
• Maintain the weekly cadence of QA performance reporting, so that partners' QA teams and partner operations managers receive up-to-date, accurate and actionable quality data each week.

Partner network governance and accountability

• Hold partners' GE QA teams accountable for scorecard results: agent saturation targets, evaluation completeness, calibration accuracy, coaching effectiveness and actionable insights.
• Maintain regular engagement with partners' quality teams: weekly alignment meetings and alignment on the results and actions arising from monthly business reviews.
• Escalate partner performance gaps and establish documented action plans where the situation warrants it; bring situations requiring it to senior management's attention.
• Manage the onboarding process for any new GE partner site entering service, ensuring it is calibrated to GE quality standards before it is expanded.

Calibration and alignment

• Run calibration sessions with GE partner sites; ensure calibration rigour so that GE quality is measured uniformly, regardless of partner or geographic region.
• Promote QA alignment between quality teams and service delivery teams.

Insights, NPS correlation and the AQS flagship indicator

• Oversee the analysis of NPS detractors to identify causes of dissatisfaction; work with service delivery, training and other stakeholders to capture improvement opportunities.
• Establish the correlation between quality results, operational results and key performance indicators (KPIs); direct quality attention and effort accordingly, based on the operational measures that require particular focus.
• Ensure GE quality insights are integrated into the weekly partner performance narrative: when scores fall from one week to the next, understand the drivers and root cause, and be able to explain them in weekly reviews.

Cross-functional initiatives

• Collaborate with the GE training team on key initiatives, such as the Training Flight Simulator and AirReady; the quality role is to ensure quality-related training materials are aligned with our Lead With Hospitality framework.
• Act as the GE quality spokesperson within cross-functional working groups, where quality findings have a direct impact on process or content changes.
• Identify from GE evaluations trends that signal policy gaps, workflow failures or product issues, and not only individual coaching opportunities. When the same investigation error appears at three different partner sites in the same week, this is a systemic issue that must be logged in OneTrack, not simply a coaching note.

Reporting and operational cadences

• Be accountable for GE's contribution to the global quality reporting framework: weekly KPI data by site and by language (NPS, reopen rate, AQS, 0-60, throughput), submitted accurately and on time as part of the rollout of automated reporting, which replaces the current manual slide validation process.
• Ensure GE partner sites submit their own KPI narratives, and that these are substantive, not simple general summaries or inaccurate figures. The QI lead's role is to check the quality of the narrative, not only the numbers; this position must ensure this standard is met across the five partner networks.
• Maintain the GE calendar of quality touchpoints: weekly partner performance reviews, monthly calibration sessions, monthly partner business reviews and quarterly COPC-type partner capability assessments; ensure the QI leads team is prepared for and present at each of them.

Your expertise:

• 8 years or more of experience in quality, operations or a related field of community or customer support, including direct experience managing QA programmes within business process outsourcing (BPO) networks or partners.
• A bachelor's degree required, preferably in a related field.
• Proven experience holding business process outsourcing (BPO) partners accountable: running calibration sessions, managing partners' QA scorecards, writing and delivering improvement plans, and holding BPO QA managers accountable for performance standards in a governance context.
• Practical knowledge of the COPC methodology; ability to apply COPC evaluation standards, sampling requirements and calibration governance in a real operational environment spanning several partners.
• Strong analytical skills: ability to interpret weekly QA performance data, diagnose root causes of score variations (tenure mix, calibration drift, form changes, workflow updates) and turn that diagnosis into a clear narrative for service delivery and partner leadership.
• Experience with QA tool platforms, such as Observe.AI, NICE QC or equivalent, including form design, calibration management and partner site onboarding.
• Excellent written and verbal communication skills; ability to write a clear and punchy email on a partner's performance, run a productive calibration session across several time zones and confidently present quality findings to senior service delivery stakeholders.

Nice to have

• Experience in a quality assurance role within a business process outsourcing (BPO) company or in a multi-site environment, whether in-house at a BPO provider or on the client side as a quality manager simultaneously overseeing several BPO partners.
• Six Sigma Green Belt certification (Six Sigma Green Belt) or equivalent profile in structured problem solving.
• Experience collaborating with analytics teams on the correlation analysis between quality assurance and NPS or CSAT indicators; experience using AQS (Ambassador Quality Score) or equivalent composite agent performance measures.
• Very good knowledge of cross-functional quality improvement programmes: initiatives focused on investigation skills, ambassador coaching programmes, alignment of agent communication tone, and experience coordinating the quality component of cross-team rollouts across several teams.

Your location:

Due to the nature of this role, the successful candidate must be based in Canada in order to carry out their work. Currently, employees may be located in: British Columbia, Ontario, Quebec, Alberta or Saskatchewan. This list is continually updated, so please check with us whether the provinces where you live are on the list. If your role is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work.

Our commitment to inclusion and belonging:

Airbnb is committed to working with the widest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We also strive to offer an inclusive application and interview process for people with disabilities. If you are a disabled candidate and need reasonable accommodations to submit an application, please contact us at: [contact details removed]. Please include your full name, the role you are applying for and the accommodations needed to help you in the recruitment process. 

Please contact us only if you are a candidate whose disability prevents you from completing our online application.

We use automated tools to help our recruitment team review large numbers of applications efficiently. All final hiring decisions are made by a human.

This role is a vacancy within the organisation.