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
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.
Utilize AI-driven conversation intelligence solutions, such as Observe.AI ,: to oversee and analyze customer interactions at scale, validating model-driven scores and automated evaluations to pinpoint systemic performance gaps.
Convert machine-generated insights from AI-assisted monitoring into strategic: service enhancements and targeted coaching priorities.
What they're looking for
- 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.
