Airbnb Quality Insights Lead Recruitment 2026: Apply Online

About the Role: Quality Insights Lead at Airbnb

Airbnb is seeking a highly analytical and driven Quality Insights Lead (QIL) to join our Customer Support (CS) organization. This role is pivotal in setting and maintaining high standards for quality across our global support operations. Reporting to the Quality Manager, the QIL will be responsible for driving continuous improvement through rigorous analysis, strategic business case development, comprehensive reporting on quality monitoring, and the application of robust Problem Solving Methodologies. You will ensure all assigned tasks are completed punctually, collaborate effectively with other CS teams as the Quality representative, and potentially oversee Quality Partner sites as needed. As a brand ambassador, you will embody and uphold Airbnb’s commitment to exceptional customer service.

A Day in the Life of a Quality Insights Lead:

• Provide daily operational support for all Quality programs.
• Design, execute, and oversee deep-dive projects for regional Quality Insights & Analysis (QIA) teams to drive significant service improvements, managing projects from inception to completion.
• Conduct thorough Quality Improvement (QI) and ad-hoc after-action reviews to identify learnings and areas for enhancement.
• Leverage insights derived from transaction monitoring to develop targeted continuous improvement initiatives for customer service enhancements.
• Utilize advanced AI-driven conversation intelligence solutions, such as Observe.AI, to oversee and analyze customer interactions at scale. This includes validating model-driven scores and automated evaluations to pinpoint systemic performance gaps.
• Translate machine-generated insights from AI-assisted monitoring into strategic service enhancements and prioritized coaching objectives.
• Actively participate in and lead global calibration sessions with internal and partner teams to ensure consistency and standardization in Quality monitoring and Problem Solving methodologies.
• Provide constructive feedback on coaching effectiveness to internal and partner Team Leads, fostering a strong coaching culture within the teams.
• Directly coach CS agents to ensure they consistently achieve Quality program standards.
• Serve as the primary Quality representative for other CS teams (e.g., Customer Management, Business Process Improvement, Training) and contribute expertise to relevant projects.
• Collect, analyze, and propose actionable changes derived from Support Ambassador roundtable insights gathered from internal and partner sites.
• Travel to partner sites as required to implement, train, and manage key QA initiatives, including conducting onboarding workshops and certification programs.
• Develop and maintain a deep understanding of CS policies, procedures, and workflows, ensuring timely knowledge updates for regional QIA teams.
• Conduct spot checks on Quality Analysts and report findings and recommendations to their respective QA Leads/Managers.
• Recommend strategic actions to improve performance based on outcomes observed in QA dashboards.
• Continuously upskill in relevant or new service tiers as business needs evolve.
• Lead Quality initiatives at partner sites when necessary.

Your Expertise and Qualifications:

• Technical & Analytical Depth: Possess a strong analytical, statistical, and automation background. You should be capable of designing and building AI-enabled tooling that streamlines review processes while maintaining analytical rigor and high-quality output.
• Pursuit of Excellence: Demonstrate a commitment to setting the highest standards for the quality of work produced and holding yourself and others accountable for achieving them.
• Collaborative Spirit: Skilled in working effectively with cross-functional peers and teams to achieve shared goals.
• Presenting and Influencing: Ability to develop compelling action plans, business cases, and data-driven reports that can be effectively presented to all levels of the organization.
• Coaching Skills: Objectively analyze performance and provide regular, constructive feedback. You should be able to modify your coaching approach to suit your audience and maintain high levels of confidentiality while performing analysis and coaching.
• Problem-Solving Acumen: Quickly identify root causes as well as subtle, hidden issues. Utilize logic and all available resources to propose effective solutions to a variety of problems.
• Time Management: Effectively prioritize tasks, focus efforts on the most important activities, and maintain organization to ensure successful multitasking.
• Role Requirements:
• 4-6 years of Customer Experience management experience, preferably in a rapidly growing partner network.
• Proven experience working in a QA Specialist or related role.
• Working knowledge of end-to-end contact center processes.
• Working knowledge of customer service assessment tools, such as the Net Promoter System (NPS).
• Proficiency with Google Suite, including Google Sheets.
• Experience leading, inspiring, and motivating others to meet goals and metrics.
• A genuine passion for setting a high bar for exceptional customer service.
• Highly-developed analytical and critical-thinking skills.
• Ability to identify trends in data and provide recommended actions to drive performance improvements.
• Experience with AI automation workflows within contact center Quality environments, including validating AI-generated outputs, identifying anomalies, and interpreting model-driven trends to formulate actionable service improvements.
• Excellent written and verbal communication skills.
• Ability to obtain COPC certification.
• Bachelor’s degree required.
• Willingness to travel up to 20% to partner sites.
• Prefer to Have:
• Exceptional coaching abilities.
• Advanced knowledge of Excel or Google Docs.
• Strong knowledge of NPS and Quality tools (e.g., Medallia).
• Hands-on experience utilizing Observe.AI or equivalent AI-driven conversation intelligence solutions, specifically involving speech analytics, automated scoring, and real-time guidance.
• Expertise in market-leading contact center Quality Assurance platforms and global program frameworks.
• Proven ability to operate alongside AI automation workflows; includes assessing AI-facilitated customer interactions, pinpointing model anomalies, and converting machine-generated insights into strategic service enhancements.
• Quality Assurance certification (e.g., COPC).
• Ability to create and deliver impactful presentations to the organization.

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. Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.