Senior Lead Quality, Global English

Job description

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 Community You Will Join: The Quality Lead for Global English supports the largest segment of Airbnb's Community Support partner network, the Global English Volume Tier. This lead oversees the day-to-day quality operation across multiple BPO partners, spanning Resolutions 1, 2, and 3, Dedicated Service Support, Services & Experiences, Dedicated Managed Host Support, and Review Integrity, across roughly 5,000+ GE-language agents globally. The Difference You Will Make: This is an execution and leadership role. The Quality Lead is responsible for making the quality program work on the ground: ensuring partner QA teams are calibrated and accountable, translating quality standards into partner behavior, surfacing performance trends early, and driving the actions that close gaps. This Lead will also mentor a group of Partner Quality Leads, who work directly with partners to manage and drive performance; this individual will also work directly with Quality Leaders across our different partners supporting Global English. This Lead will direct the focus and energy of these teams toward what matters, remove blockers, help address areas of opportunity, and hold the overall GE quality program to a consistent standard. A Typical Day: GE Quality Program Execution • 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. Partner Network Governance & Accountability • 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 the 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. Calibration & Alignment • Conduct calibration sessions across GE partner sites; ensure calibration rigor, so that GE quality is being measured consistently regardless of partner or geography. • Drive QA alignment across Quality and Delivery teams. Insights, NPS Correlation & the AQS North Star • 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, based on operational measures that require attention. • Ensure GE quality insights are integrated into the weekly partner performance narrative: when scores drop week-over-week, understand drivers and root cause; be able to explain in weekly reviews. Cross-Functi