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Senior Lead Quality, Global English
Contract type
Ongoing
Work mode
Remote · Canada
Experience
Senior · 8+ years
Job description
The Quality Lead for Global English oversees the day-to-day quality operation across multiple BPO partners supporting Airbnb's Global English Volume Tier, spanning several service lines and roughly 5,000+ agents globally. The role is an execution and leadership position responsible for making the quality program work on the ground and mentoring Partner Quality Leads.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Canada
- Languages
- English
- Pay
- CAD 102,000 – 128,000 / year
What you'll do
- Own the day-to-day execution of the GE quality program across all Volume Tier service lines (R1, R2, R3, DSS, S&E, DMHS, RIT) and all GE partner sites
- Ensure weekly QA evaluation targets are met across all sites and service lines; monitor evaluation completeness, calibration accuracy, and coaching activity within the GE portfolio
- Maintain the weekly QA performance reporting cadence, ensuring partner QA teams and Partner Operations Managers receive timely, accurate, and actionable quality data each week
- Hold GE partner QA teams accountable to the Performance Scorecard results: Agent Saturation Targets, Evaluation Completeness, Calibration Accuracy, Coaching Effectiveness, Actionable Insights
- Maintain regular engagement with Partner Quality teams: weekly alignment cadences and alignment on monthly business reviews results and actions
- Escalate partner performance gaps and establish documented action plans where warranted; escalation to Sr. Leadership for situations that require escalation
- Manage the New Site Onboarding process for any new GE partner sites that come online, ensuring they are calibrated to GE quality standards before they scale
- Conduct calibration sessions across GE partner sites; ensure calibration rigor so that GE quality is measured consistently regardless of partner or geography
- Drive QA alignment across Quality and Delivery teams
- Oversee NPS Detractor Analysis Insights to identify drivers of dissatisfaction; work with Delivery, Training, and other stakeholders to address areas of opportunity
- Correlate quality results to operational outcomes and KPIs; place quality focus and emphasis accordingly
- Ensure GE quality insights are integrated into the weekly partner performance narrative; understand drivers and root cause when scores drop week-over-week
- Partner with the GE Training team on critical initiatives such as Training Flight Simulator and AirReady, ensuring training artifacts related to Quality are aligned to the Lead With Hospitality framework
- Participate as the GE quality voice in cross-functional working groups where quality findings have direct implications for process or content change
- Surface patterns from GE evaluations that signal policy gaps, workflow failures, or product issues
- Own the GE contribution to the global Quality reporting framework: weekly KPI data by site and language (NPS, Reopen Rate, AQS, 0–60, Throughput) submitted accurately and on time as part of the automated reporting rollout
- Ensure GE partner sites are submitting their own KPI narratives with substance; verify narrative quality, not just numbers
- Maintain the GE calendar of quality touchpoints: weekly partner performance reviews, monthly calibration sessions, monthly partner business reviews, and quarterly COPC-style partner capability assessments
- Mentor a group of Partner Quality Leads and work directly with Quality Leaders across different partners supporting Global English
What we're looking for
- 8+ years of experience in Community/Customer Support Quality, Operations, or a related field, with direct experience managing QA programs across BPO or partner networks
- Bachelor's Degree, preferably in related field required
- Demonstrated experience driving partner BPO accountability: running calibration sessions, managing partner QA scorecards, writing and executing improvement plans, and holding BPO QA managers to performance standards in a governance context
- Working knowledge of COPC methodology; able to apply COPC evaluation standards, sampling requirements, and calibration governance in a live multi-partner operational environment
- Strong analytical skills: able to read weekly QA performance data, diagnose root causes behind score movements (tenure mix, calibration drift, form changes, workflow updates), and translate that diagnosis into a clear narrative for Delivery and partner leadership
- Experience with QA tooling platforms — Observe.AI, NICE QC, or equivalent — including form design, calibration management, and partner site onboarding
- Excellent written and verbal communication; able to write a sharp partner performance email, run a productive calibration session across time zones, and present quality findings to senior Delivery stakeholders with confidence
Nice to have
- Experience in a BPO or multi-site QA role, either in-house at a BPO or as a client-side quality manager managing multiple BPO partners simultaneously
- Six Sigma Green Belt or equivalent structured problem-solving background
- Background working with analytics teams on QA-to-NPS or QA-to-CSAT correlation analysis; experience using AQS (Ambassador Quality Score) or equivalent composite agent performance metrics
- Familiarity with cross-functional quality improvement programs — investigation skills initiatives, coaching ambassador programs, agent messaging tone efforts — and experience coordinating quality's role in multi-team rollouts
Your team
Global English Volume Tier, Community Support Quality
Supports the largest segment of Airbnb's Community Support partner network, the Global English Volume Tier, across multiple BPO partners and roughly 5,000+ GE-language agents globally.
Benefits
- Bonus
- Equity
- Benefits
- Employee Travel Credits
Apply
Direct apply at Airbnb
Opens the job posting at Airbnb
About Airbnb
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.
Key facts
- 2007
- San Francisco
- Over 5 million hosts
- Over 2 billion guest arrivals
- Hosts in almost every country across the globe
What they value
- Inclusion & Belonging
- Lead With Hospitality