Lead, Quality

The Community You Will Join:

The Partner Quality Lead will work closely with the Partner Optimisation and Delivery teams, ensuring consistency and quality in all customer interactions provided by our partners. The Lead is an ambassador of the Airbnb brand, and must have the ability to articulate those expectations in an authoritative and decisive voice. Our partners are looking to this person to set the bar, and provide them with the framework to achieve success. The ideal candidate has a proven ability to cultivate effective and productive business relationships and champions the Airbnb practice of treating our external partners as true Airbnb family.

The Difference You will Make:

The Partner Quality Lead leverages their analytic skills to create a metric-driven determination of our successes as well as our opportunities for improvement. The right person is skilled at seeing the big picture and can communicate the findings effectively with key senior stakeholders. The successful candidate needs to work with the wider Quality team to ensure the consistency of the program, learn and share best practices with all Partner Quality Leads and support other partners and sites if needed. The Partner Quality Lead fills in for Regional Quality Manager as needed.

A Typical Day:

• Works directly with partner Quality teams to drive compliance, performance and consistency in all quality processes
• Provides reporting and analysis to internal and external leadership so they can drive performance/process improvement effectively
• Provides leadership for key CS initiatives in their region or globally (R3, Premium, Elevated, etc.)
• Works closely with the onsite partner QA Lead to determine best practices for QA processes, in collaboration with the QA Manager and Partner Manager
• Analyses data to identify issues and help develop impactful and measurable action plans, and leverage project management acumen to bring the plans to fruition
• Manages and develops supporting specialists including oversight of training and onboarding of QIA team members
• Acts as mentor for new L8 Partner Quality Leads on the team
• Covers RQM responsibilities as needed including regional BR's, call listening sessions, etc.
• Works directly with our CS Delivery team to improve partner site performance
• Implements the policies and best practices of the global Quality program
• Drives continuous improvement of our user experience through closed loop feedback
• Regularly leads or takes part in projects that develop Quality program elements
• Monitors, reports and works around any quality tool outages
• Runs reports weekly to understand opportunities at their designated sites and works with in-region Quality Leads to build action plans and drive improvement
• Provides in-region reporting on Quality program status, performance, hiring, onboarding and outcomes to the Regional Quality Manager on a regular basis
• Ensures Quality certification for all new Partner sites is conducted. Ensures all new Partner site QIAs meet the calibration standards of the global Quality program post-onboarding
• Works with Partner Optimisation, Delivery, OCM, Product teams to address escalated issues, dips in performance and the rollout of new Quality initiatives to drive performance
• Leads or participates in and drives successful implementation of new tier/worktype launches
• Participates in and completes site visits for all new site RFPs
• Ensures global calibrations across partner network happen on a monthly basis

Your Expertise:

• Minimum 5 years of Customer Experience management experience in a rapidly growing partner network
• Experience working in a QA Lead or related role
• Ability to work independently in an offsite location without direct manager supervision
• Excellent written, verbal communication and organisational skills
• Contact centre experience with internal and outsourced partners
• Experience with creating, measuring, and analysing quality metrics/KPIs
• Experience leading, inspiring and motivating others to meet goals and metrics
• Passionate about setting a high bar of exceptional customer service
• Highly-developed analytical and critical-thinking skills
• Ability to spot trends in data and provide recommended actions to drive performance
• Ability to drive improvement projects with proven results
• In-region travel required up to 40%

Preferred

• Exceptional coaching abilities
• Advanced knowledge of Excel
• Advanced knowledge of Tableau
• Strong knowledge of NPS and Quality tools (e.g. Medallia)
• Familiarity with industry leading contact centre Quality Assurance platforms & programs (e.g. Observe.ai)
• Quality Assurance certification (e.g. COPC)
• Ability to create and deliver presentations to the organisation
• Experience with people management and mentorship

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.