Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Difference You Will Make:
The Quality Insights Lead (QIL) supports the daily operations of the Quality program, setting a high standard for quality across the Customer Support (CS) organization. Reporting to the Quality Manager, the QIL drives continuous improvement through Quality initiatives, including analysis, business case development, reporting on Quality monitoring, and applying Problem Solving Methodologies. They ensure all assigned tasks are completed on time, collaborate with other CS teams as the Quality representative, and may oversee Quality Partner sites as needed. The QIL also serves as a brand ambassador, upholding exceptional customer service standards.
A Typical Day:
- Provide daily support for Quality programs.
- Design and oversee deep-dive projects for regional QIA teams to drive service improvements, managing through to project completion.
- Execute QI and ad-hoc after-action reviews.
- Use transaction monitoring insights to develop targeted continuous improvement initiatives for customer service enhancements.
- Utilize AI-driven conversation intelligence solutions, such as Observe.AI, to oversee and analyze customer interactions at scale, validating model-driven scores and automated evaluations to pinpoint systemic performance gaps.
- Convert machine-generated insights from AI-assisted monitoring into strategic service enhancements and targeted coaching priorities.
- Participate in and lead global calibration sessions with internal and partner teams to standardize Quality monitoring and Problem Solving methodologies.
- Provide feedback on coaching effectiveness for internal and partner Team Leads, fostering a coaching culture.
- Coach CS agents to achieve Quality program standards.
- Act as the Quality representative for other CS teams (e.g., CM, BPI, Training) and contribute to relevant projects.
- Collect, analyze, and propose changes derived from Support Ambassador roundtable insights at internal and partner sites.
- Travel to partner sites to implement, train, and run key QA initiatives (e.g., onboarding workshops, certifications).
- Master CS policies, procedures, and workflows, ensuring timely knowledge updates for regional QIA teams.
- Conduct spot checks on Quality Analysts and report findings to their QA Leads/Managers.
- Recommend actions to improve based on QA dashboard outcomes.
- Upskill in relevant or new service tiers when needed.
- Lead Quality at partner sites if required.
Your Expertise:
- Technical & Analytical Depth; strong analytical, statistical, and automation background — able to design and build AI-enabled tooling that streamlines review processes while maintaining rigor and high-quality analysis.
- Pursuing Excellence; setting the highest standards for the quality of work produced while holding yourself and others accountable
- Collaborative; skilled working with cross-functional peers/teams
- Presenting and Influencing; ability to develop action plans, business cases and data driven reporting that you would present to all levels of the organization
- Coaching; You objectively analyze performance and provide regular feedback. You modify your approach to suit your audience. Ability to maintain high levels of confidentiality while providing analysis and coaching.Maintain high levels of confidentiality while performing analysis and coaching
- Solving Problems; You quickly identify root causes as well as subtle, hidden issues. You use logic to propose effective solutions to a variety of problems. You dig deeper and utilize all available resources to reach the best possible solution.
- Managing Time Efficiently; You prioritize correctly, focusing your efforts on the things that are most important. You stay organized to ensure successful multitasking.
Role Requirements:
- 5 -6 years of Customer Experience management experience in a rapidly growing partner network
- Experience working in a QA Specialist or related role
- Working knowledge of contact center end to end processes
- Working knowledge of customer service assessment tools, i.e., Net Promoter System
- Working knowledge of google suite, including sheets
- 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
- Experience with AI automation workflows within contact center Quality environments; includes validating AI-generated outputs, identifying anomalies, and interpreting model-driven trends to formulate actionable service improvements.
- Excellent written and verbal communication skills
- Ability to obtain COPC certification
- Bachelor’s degree required
- Travel to partner sites expected up to 20%
- Work with Operations teams in the region to address escalated issues, dips in performance and the roll out of new Quality initiatives to drive performance.
Prefer to Have:
- Exceptional coaching abilities
- Advanced knowledge of Excel or Google Docs
- Strong knowledge of NPS and Quality tools (e.g. Medallia)
- Hands-on experience utilizing Observe.AI or equivalent AI-driven conversation intelligence solutions, specifically involving speech analytics, automated scoring, and real-time guidance.
- Expertise in market-leading contact center Quality Assurance platforms and global program frameworks.
- Proven ability to operate alongside AI automation workflows; includes assessing AI-facilitated customer interactions, pinpointing model anomalies, and converting machine-generated insights into strategic service enhancements.
- Quality Assurance certification (e.g. COPC)
- Ability to create and deliver presentations to the organization
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.
Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.