Quality Insights Lead

Summary

Join Airbnb's Quality Insights team as a Quality Insights Lead and contribute to the success of our global Customer Support organization. Based in Singapore, Manila, Dublin, or Montreal, you will support daily operations, drive continuous improvement through quality initiatives, and collaborate with cross-functional teams. Responsibilities include designing and overseeing projects, conducting quality monitoring, providing coaching and feedback, and representing Quality in various projects. You will analyze data, propose changes, and travel to partner sites for training and implementation. Success in this role requires strong analytical and communication skills, experience in customer experience management and QA, and the ability to lead and motivate others. A Bachelor's degree is required, and COPC certification is preferred.

Requirements

• 2-4 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
• Excellent written and verbal communication skills
• Ability to obtain COPC certification
• Bachelor’s degree required
• Travel to partner sites expected up to 20%

Responsibilities

• 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
• 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
• 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

Preferred Qualifications

• Exceptional coaching abilities
• Advanced knowledge of Excel or Google Docs
• Strong knowledge of NPS and Quality tools (e.g. Medallia)
• Experience with NICE Quality Central (speech analytics)
• Familiarity with industry leading contact center Quality Assurance platforms & programs
• Quality Assurance certification (e.g. COPC)
• Ability to create and deliver presentations to the organization