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Salary: INR 1,610,000 - 2,110,000 / annual
Airbnb is seeking a Quality Insights Lead to support and drive continuous improvement across the Customer Support organization. Reporting to the Quality Manager, this role combines operational excellence with strategic analysis to maintain high service standards across a rapidly growing partner network.
In this position, you will design and oversee deep-dive improvement projects for regional Quality teams, execute quality initiatives and after-action reviews, and leverage AI-driven conversation intelligence tools (such as Observe.AI) to analyze customer interactions at scale. You'll convert machine-generated insights into actionable service enhancements and coaching priorities, participate in global calibration sessions to standardize quality monitoring methodologies, and provide coaching feedback to internal and partner team leads.
Key responsibilities include: managing quality program support and reporting; developing targeted continuous improvement initiatives using transaction monitoring insights; validating AI-driven scores and identifying systemic performance gaps; leading quality representative duties across cross-functional CS teams; collecting and analyzing Support Ambassador feedback; traveling to partner sites (up to 20%) to implement training and QA initiatives; mastering CS policies and procedures; conducting spot checks on Quality Analysts; and recommending performance improvements based on QA dashboard outcomes.
You will serve as a brand ambassador for exceptional customer service, upholding Airbnb's commitment to quality while fostering a coaching culture across internal and partner organizations. The role requires balancing analytical rigor with people leadership, translating data insights into strategic improvements, and maintaining confidentiality while providing objective performance analysis.
REQUIREMENTS:
- 4–6 years of Customer Experience management experience in a rapidly growing partner network
- Experience in a QA Specialist or related role
- Working knowledge of contact center end-to-end processes
- Working knowledge of customer service assessment tools (e.g., Net Promoter System)
- Working knowledge of Google Suite, including Sheets
- Experience leading, inspiring, and motivating others to meet goals and metrics
- Passionate about setting high standards for exceptional customer service
- Highly developed analytical and critical-thinking skills
- Ability to spot trends in data and provide recommended actions to drive performance
- Experience with AI automation workflows within contact center Quality environments, including validating AI-generated outputs, identifying anomalies, and interpreting model-driven trends
- Excellent written and verbal communication skills
- Ability to obtain COPC certification
- Bachelor's degree required
- Willingness to travel to partner sites up to 20%
- Ability to work with Operations teams to address escalated issues and roll out new Quality initiatives
PREFERRED QUALIFICATIONS:
- Exceptional coaching abilities
- Advanced knowledge of Excel or Google Docs
- Strong knowledge of NPS and Quality tools (e.g., Medallia)
- Hands-on experience with Observe.AI or equivalent AI-driven conversation intelligence solutions
- Expertise in market-leading contact center Quality Assurance platforms and global program frameworks
- Proven ability to operate alongside AI automation workflows and convert machine-generated insights into strategic enhancements
- Quality Assurance certification (e.g., COPC)
- Ability to create and deliver presentations to the organization
