The opportunity
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…
What you'll do
Own and execute the quality strategy for AirCover, aligned to the evolving needs of the business.
Serve as the single accountable Quality leader for AirCover.
Establish and optimize operating models and frameworks that are COPC-aligned.
Represent quality in WBRs, MBRs, QBRs, and executive reviews; deliver a: proactive narrative that surfaces emerging risks.
Oversee QA evaluation execution across AirCover, internally and at BPO: partner sites globally, ensuring consistent application of QA processes and frameworks.
Lead root cause analysis on systemic failures, translating QA findings into: product, process, and policy recommendations that go beyond agent-level coaching.
What they're looking for
- Define sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes.
- Ensure evaluations close with a documented coaching action; build the: tracking mechanisms to measure whether coaching is translating into performance improvement over time.
- Build and maintain the executive escalation quality framework; ensure: high-severity AirCover cases are evaluated.
- Implement an NPS/predictive NPS detractor analysis framework, ensuring global patterns surface in real time.
