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 Speciality quality strategy aligned to several critical: priorities: breaking silos, aligning with stakeholders, defining a clear operating model, and driving measurable impact.
Establish quality operating models with shared governance, consistent: calibration standards, and clear accountability frameworks, while preserving the differentiation that each function requires.
Represent Specialty quality in WBRs, MBRs, QBRs, and executive reviews;: deliver a proactive narrative that surfaces emerging risks.
Oversee QA evaluation execution across all Specialty functions and 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.
Formalize Audit the Auditor as an ongoing control: define sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes.
What they're looking for
- Ensure every evaluation closes with a documented coaching action; build the: tracking mechanisms to measure whether coaching is translating into performance improvement over time.
- Establish automated KPI reporting across all Speciality functions, eliminating manual processes.
- Implement an NPS/predictive NPS detractor analysis framework, ensuring global patterns surface in real time.
- Build a Partner QA Performance Scorecard, establishing clear accountability: for Calibration Accuracy, Evaluation Completeness, Critical Error Detection, Coaching Effectiveness.
