Quality Assurance Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Develop and oversee the quality program for Airbnb Fraud & Safety Delivery.

• Define the strategy and operational cadence for quality delivery across internal and partner sites.

• Represent quality in leadership discussions within FSD.

• Create a dual-layer quality model that measures adherence to workflows and the accuracy of enforcement decisions.

• Establish expert review panels, implement blind double-reviews, and create benchmark-case libraries.

• Construct severity-weighted error classifications and risk-weighted sampling methodologies.

• Draft quality guidelines, establish performance thresholds, and outline escalation procedures.

• Conduct calibration across internal teams and partner sites.

• Ensure consistent quality evaluations across FSD.

• Manage User Acceptance Testing for new initiatives.

• Identify the root causes of reversed decisions and generate actionable reports.

• Extend quality assessment to model and AI-agent decisions.

• Collaborate with Product, Engineering, and Data Science teams to integrate labeled quality data into models and automated decision-making processes.

• Drive improvements across workflows, policies, tools, and training without increasing handling time or review layers.

⛳️ Requirements

• Over 8 years of experience in quality assurance, operations, risk management, audit, or program management in a high-volume, high-stakes decision-making environment.

• Demonstrated ability to drive quality delivery through partner or vendor teams that are not directly supervised.

• Experience in developing a quality program from the ground up, including sampling methodologies, scorecards, error classifications, calibration processes, and governance structures.

• Proven experience in measuring quality in subjective, judgment-based tasks.

• Knowledge of sampling design, statistical significance, and inter-rater reliability.

• Strong data literacy, with the ability to extract and analyze data while collaborating with analytics partners.

• Exceptional writing capabilities.

• Strong skills in cross-functional influence.

• Experience in evaluating the quality of model or AI-assisted decisions is a significant advantage.

• Background in Trust, Fraud, or Safety is beneficial but not mandatory.

🏝️ Benefits

• Eligibility for bonuses or incentives.

• Participation in one or more equity programs.

• Comprehensive benefits package.

• Employee Travel Credits.

• Reasonable accommodations available throughout the recruitment process for applicants with disabilities.