Senior Lead Quality, Global English

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

📋 Description

• Take ownership of the daily implementation of the Global English quality program across all Volume Tier service lines and partner locations.

• Ensure that weekly QA evaluation targets are met, evaluations are complete, calibration is accurate, and coaching activities are conducted across all sites and service lines.

• Maintain weekly performance reporting for partner QA teams and Partner Operations Managers.

• Hold partner QA teams accountable for the results in the Performance Scorecard.

• Maintain weekly alignment meetings and monthly business review action alignment with Partner Quality teams.

• Escalate performance gaps of partners and establish documented action plans.

• Manage onboarding for new sites and ensure alignment with Global English quality standards.

• Conduct calibration sessions across partner sites and promote QA alignment between Quality and Delivery teams.

• Oversee the analysis of NPS detractors and identify factors contributing to dissatisfaction.

• Correlate quality results with operational outcomes and key performance indicators (KPIs).

• Integrate quality insights into weekly narratives on partner performance and identify underlying causes.

• Collaborate with the Global English Training team on initiatives such as Training Flight Simulator and AirReady.

• Represent quality in cross-functional working groups and address policy, workflow, or product issues.

• Manage Global English contributions to the global Quality reporting framework, which includes weekly KPI data by site and language.

• Verify partner KPI narratives and maintain quality touchpoint calendars.

• Mentor Partner Quality Leads, directing team focus, removing obstacles, and ensuring consistent quality standards throughout the program.

⛳️ Requirements

• Over 8 years of experience in Community/Customer Support Quality, Operations, or a related field.

• Proven experience in managing QA programs within BPO or partner networks.

• A Bachelor's Degree in a related field is required.

• Experience in driving BPO accountability for partners, including calibration sessions, partner QA scorecards, improvement plans, and performance governance.

• Working knowledge of COPC methodology, encompassing evaluation standards, sampling requirements, and calibration governance.

• Strong analytical skills with the ability to diagnose root causes in weekly QA performance data.

• Proficiency with QA tooling platforms like Observe.AI, NICE QC, or equivalent, including form design, calibration management, and partner site onboarding.

• Excellent written and verbal communication skills.

• Preferred: experience in a BPO or multi-site QA role.

• Preferred: Six Sigma Green Belt or a similar structured problem-solving background.

• Preferred: experience with QA-to-NPS or QA-to-CSAT correlation analysis and AQS or equivalent metrics.

• Preferred: familiarity with cross-functional quality improvement programs.

• Must reside in a province where Airbnb Canada, Inc. has a registered entity; currently eligible provinces include Ontario, British Columbia, Quebec, Alberta, and Saskatchewan.

🏝️ Benefits

• Eligibility for bonuses.

• Equity eligibility.

• Access to benefits.

• Employee Travel Credits.

• Flexible remote work arrangement.

• Occasional work at an Airbnb office or participation in offsite events, as agreed upon with the manager.

• Disability-inclusive application and interview process with reasonable accommodations.

• No requirement to purchase work-related equipment during the interview process.