Principal Quality Manager, Global English

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 that make it possible for guests to connect with communities in a more authentic way. **The community you will join:** The Quality Assurance lead for the Global English (GE) segment supports the largest segment of Airbnb's Community Support partner network, namely the English volume tier. This person oversees day-to-day quality activities across several business process outsourcing (BPO) partners. They cover Resolutions 1, 2 and 3, Dedicated Service Support, Services and Experiences, Dedicated Managed Host Support and Review Integrity, for approximately 5,000 or more GE-language agents worldwide. **The difference you will make:** This is an execution and leadership role. The quality lead must make the on-the-ground quality program work: ensure partners' quality assurance (QA) teams are calibrated and accountable, translate quality standards into partner behaviours, detect performance trends early and take actions that close gaps. They will also mentor a group of partner quality leads who work directly with partners to manage and improve performance. They will also work in direct collaboration with the quality leaders of our various partners who support Global English. They will direct these teams' attention and energy toward what matters, remove obstacles, help identify improvement opportunities and keep the entire GE quality program consistent to a uniform standard. **A typical day:** _Execution of the GE quality program_ - Ensure the daily execution of the GE quality program for all service lines in the volume tier (R1, R2, R3, DSS, S&E, DMHS, RIT) and for all GE partner sites. - Ensure weekly QA evaluation targets are met at all sites and across all service lines; monitor evaluation completeness, calibration accuracy and coaching activities within the GE portfolio. - Maintain the weekly cadence of QA performance reports, so that partner QA teams and partner operations managers receive up-to-date, accurate and actionable quality data each week. _Partner network governance and accountability_ - Hold GE partner QA teams accountable for scorecard results: agent saturation targets, evaluation completeness, calibration accuracy, coaching effectiveness and actionable insights. - Maintain regular engagement with partner quality teams: weekly alignment meetings and alignment on results and actions arising from monthly business reviews. - Escalate partner performance gaps and establish documented action plans when the situation warrants; bring situations requiring it to senior leadership's attention. - Manage the onboarding process for any new GE partner site entering service, ensuring it is calibrated to GE quality standards before expansion. _Calibration and alignment_ - Conduct calibration sessions with GE partner sites; ensure calibration rigour so that GE quality is measured uniformly, regardless of partner or geographic region. - Promote QA alignment between quality teams and service delivery teams. _Insights, NPS correlation and the AQS flagship indicator_ - Oversee the analysis of NPS detractors to identify causes of dissatisfaction; collaborate with service delivery, training and other stakeholders to capitalise on improvement opportunities. - Establish the correlation between quality results, operational results and key performance indicators (KPIs); direct quality attention and efforts accordingly, based on operational measures that require particular focus. - Ensure GE quality insights are integrated into the weekly partner performance narrative: when scores decline from one week to the next, understand the drivers and root cause, and be able to explain them in weekly reviews. _Cross-functional initiatives_ - Collaborate with the GE training team on key initiatives such as the Training Flight Simulator and AirReady; the role of quality is to ensure quality-related training materials are aligned with our Lead With Hospitality framework. - Act as the GE quality spokesperson within cross-functional working groups when quality findings have direct implications for process or content changes. - Surface from GE evaluations trends that signal policy gaps, workflow failures or product issues, and not only individual coaching opportunities. When the same investigation error appears at three different partner sites in the same week, this is a systemic issue that must be logged in OneTrack, not a simple coaching note. _Reporting and operational cadences_ - Be responsible for GE's contribution to the global quality reporting framework: weekly KPI data by site and by language (NPS, reopen rate, AQS, 0-60, throughput), submitted accurately and on time as part of the rollout of automated reporting, which replaces the current manual slide validation process. - Ensure GE partner sites submit their own KPI narratives, and that these are substantive, not mere general summaries or inaccurate figures. The role of the QI lead is to check the quality of the narrative, not only the numbers; this position must ensure this standard is met across the five partner networks. - Maintain the GE calendar of quality touchpoints: weekly partner performance reviews, monthly calibration sessions, monthly partner business reviews and quarterly COPC-type partner capability assessments; ensure the QI leads team is prepared and present at each of them. **Your expertise:** - 8 years or more of experience in quality, operations or a related field of community or customer support, including direct experience managing QA programs within business process outsourcing (BPO) or partner networks. - Bachelor's degree required, preferably in a related field. - Proven experience holding BPO partners accountable: facilitating calibration sessions, managing partner QA scorecards, writing and executing improvement plans, and holding BPO QA managers accountable for performance standards within a governance context. - Practical knowledge of the COPC methodology; ability to apply COPC evaluation standards, sampling requirements and calibration governance in a real operational environment involving several partners. - Strong analytical skills: ability to interpret weekly QA performance data, diagnose root causes of score variations (tenure mix, calibration drift, form changes, workflow updates) and turn this diagnosis into a clear narrative for service delivery and partner leadership. - Experience with QA tool platforms such as Observe.AI, NICE QC or equivalent, including form design, calibration management and partner site onboarding. - Excellent written and verbal communication skills; ability to write a clear and impactful email on partner performance, lead a productive calibration session across multiple time zones and confidently present quality findings to senior service delivery stakeholders. **Assets** - Experience in a quality assurance role within a BPO company or in a multi-site environment, whether internally at a BPO provider or on the client side as a quality manager simultaneously overseeing several BPO partners. - Six Sigma Green Belt certification (_Six Sigma Green Belt_) or equivalent profile in structured problem solving. - Experience collaborating with analytics teams on correlation analysis between quality assurance and NPS or CSAT indicators; experience using the AQS (_Ambassador Quality Score_) or equivalent composite measures of agent performance. - Very good knowledge of cross-functional quality improvement programs focused on investigation skills, ambassador coaching programs, alignment of agent communication tone, and experience coordinating the quality component during cross-team deployments across several teams. **Your location:** Due to the nature of this role, the successful candidate must be based in Canada in order to perform their work. Currently, employees may be located in: British Columbia, Ontario, Quebec, Alberta or Saskatchewan. This list is continuously updated; please check with us whether the provinces where you live are on the list. If your role is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work. **Our commitment to inclusion and belonging:** Airbnb is committed to working with the broadest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services and solutions. All qualified individuals are encouraged to apply. We also strive to offer an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and need reasonable accommodations to submit an application, please contact us at: raisonnableaccommodations@airbnb.com. Please include your full name, the position you are applying for and the accommodations needed to help you in the recruitment process. We ask that you contact us only if you are a candidate whose disability prevents you from completing our online application. * * * _We use automated tools to help our recruiting team efficiently review a large number of applications. All final hiring decisions are made by a human._ _This role is a vacancy within the organisation._ **How We'll Take Care of You:** Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualised, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Canada Annual Pay Range $102,000—$128,000 CAD **Reasonable Accommodations:** We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. **A Note on Recruiting Scams:** Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb's hiring process: our open roles are posted on Airbnb's Career's Page at careers.airbnb.com, and our recruiters correspond only from @ [airbnb.com](http://airbnb.com) or @ [ext.airbnb.com](http://ext.airbnb.com) email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We'll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.