Lead, Quality for Customer Support (Partner QA)

Quick Facts

• Role: Lead, Quality for Customer Support (Partner QA)
• Focus: Elevated Support partner QA across voice, async, and back-office queues in multiple regions and languages
• Key outcome: Consistent quality scoring and actionable insights driven by quality evidence and NPS/case performance

Description

You will own and execute the Quality program for the Elevated Support service tier across a portfolio of Community Support BPO partner sites. You will ensure consistent partner scoring, run calibration to Airbnb standards, and translate QA findings into actions Delivery and Partners can take. As the tier evolves, you will help mature quality targets, scorecards, and evaluation approach while driving adoption of new quality frameworks and tools.

Responsibilities

• Own day-to-day execution of the Quality program across voice, async, and back-office queues (weekly evaluation targets, evaluation completeness, coaching activity)
• Validate partner performance data before weekly/monthly/quarterly business reviews and communicate week-over-week score movements
• Run quality cadence: weekly QA syncs, pre-syncs before WBR, MBR, and QBR
• Hold partner QA teams accountable to the Partner Scorecard (evaluation completeness, calibration accuracy, coaching effectiveness, actionable insights)
• Audit the auditors by sampling and re-scoring partner evaluations; escalate sustained performance gaps
• Support new partner onboarding, language expansion, and site visits; ensure new cohorts are certified and calibrated before scaling
• Run LWH calibration on the form with case-level evaluations across all Specialists who touched the case; track alignment at attribute and causal-factor level
• Triage feedback on the scoring form and recommend scoring guide updates through the Calibration DRI
• Lead NPS detractor analysis using Global Detractor Analysis; correlate QA results with reopen rate, AQS, and other KPIs
• Validate the Elevated model end-to-end by sampling cases to confirm correct identification/routing and effective handoffs/transfers
• Drive adoption of Observe.AI (AutoQA review and annotation, access/permission hygiene, transition from interim evaluation forms)
• Represent Quality in cross-functional working groups and ensure quality findings raise policy/workflow/product gaps beyond coaching notes
• Protect partner QA capacity for strategic work such as deep dives and root-cause analysis

Requirements

• 6+ years of experience in Community/Customer Support Quality, Operations, or a related field
• Experience driving QA programs across BPO/partner networks, including high-touch, escalated, or premium service tiers
• Bachelor’s degree (preferably in a related field)
• Proven ability to drive partner accountability with calibration sessions, QA scorecards, and improvement plans
• Working knowledge of COPC or an equivalent governance model (sampling, calibration, behavior-based scoring)
• Strong analytical skills to interpret QA and KPI data (NPS, CSAT, iSAT, reopen rate, cost per case) and diagnose score movements
• Experience with QA platforms such as Observe.AI (or equivalent), including calibration management and AI-assisted scoring review
• Excellent written and verbal communication; ability to run calibration across time zones and present findings to senior stakeholders
• US remote eligible; must live in a state where Airbnb has a registered entity and not be in the excluded states list

Benefits

• Base pay: $106,000–$125,000 USD (dependent on training, skills, experience, business needs, and market demands)
• Potential bonus, equity, benefits, and Employee Travel Credits
• Remote-eligible role with occasional office/offsite attendance as agreed with your manager