Quality Lead, Global English

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

📋 Description

• Supervise daily quality operations across various BPO partners that support Airbnb’s Global English segment.

• Implement the Global English quality initiative across different service lines and partner locations globally.

• Ensure the attainment of QA evaluation goals, completeness of evaluations, accuracy in calibration, and effectiveness of coaching activities.

• Generate weekly QA performance reports that include precise and actionable data.

• Hold partner QA teams responsible for their scorecards and performance criteria.

• Coordinate alignment meetings, escalate any discrepancies, and create documented action plans.

• Oversee the onboarding process for new partner sites and facilitate calibration sessions.

• Conduct detractor analysis for NPS and link quality outcomes with operational results and KPIs.

• Integrate quality insights into the weekly performance narratives of partners.

• Collaborate with Training and cross-functional teams on initiatives aimed at quality enhancement.

• Identify gaps in policies, breakdowns in workflows, and product issues, documenting them in OneTrack.

• Contribute to global quality reporting and maintain schedules for reviews, calibrations, and partner capability evaluations.

⛳️ Requirements

• A minimum of 8 years of experience in quality, operations, or a related field of community or customer support, including direct management of QA programs within BPO networks or partner organizations.

• A Bachelor’s degree is required, preferably in a relevant discipline.

• Proven experience in holding BPO partners accountable, which includes facilitating calibration sessions, managing QA scorecards, drafting and executing improvement plans, and ensuring QA managers meet accountability standards.

• Proficient understanding of the COPC methodology.

• Strong analytical capabilities with the ability to identify root causes of score variations and articulate findings in clear narratives.

• Familiarity with QA tool platforms such as Observe.AI, NICE QC, or similar systems.

• Exceptional written and verbal communication skills.

• Preferred qualifications: Six Sigma Green Belt certification or equivalent, experience collaborating with analytics teams on NPS/CSAT/AQS, and experience leading cross-functional quality improvement initiatives.

🏝️ Benefits

• Eligibility for bonuses

• Eligibility for equity

• Benefits eligibility

• Employee Travel Credits

• Reasonable accommodations provided throughout the recruitment process for applicants with disabilities