Quality Insights Lead

Summary

Join Airbnb's Global Quality team as a Senior Quality Assurance Specialist and significantly improve customer experience. This role goes beyond traditional QA; it involves analyzing customer interactions, identifying trends, and creating actionable recommendations. Collaborate with cross-functional partners like Training, Business Process Improvement (BPI), and Operations to enhance processes and the customer journey. Communicate quality insights to senior leadership through presentations and reports. Support high-priority projects, work independently, and lead initiatives across teams and time zones. A typical day involves pursuing excellence, collaborating with peers, presenting data-driven reports, coaching others, solving problems, and managing time efficiently. This remote position based in Ireland requires travel up to 20% of the time.

Requirements

• Extensive experience in a Quality Assurance, Quality Analyst, or Quality Specialist role within a high-volume Customer Experience or Customer Support environment
• Proven track record of evaluating customer interactions, spotting trends, and delivering actionable insights
• Strong experience working cross-functionally with teams such as Training, BPI, and Operations to drive quality improvements and enhance the customer journey
• 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%
• Ability to create and deliver presentations to the organisation

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 standardise 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, analyse, 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
• Up-skill 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