Quality Insights Lead
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 Difference You Will Make:
The Quality Insights Lead (QIL) supports the daily operations of the Quality program, setting a high standard for quality across the Customer Support (CS) organization. Reporting to the Quality Manager, the QIL drives continuous improvement through Quality initiatives, including analysis, business case development, reporting on Quality monitoring, and applying Problem Solving Methodologies. They ensure all assigned tasks are completed on time, collaborate with other CS teams as the Quality representative, and may oversee Quality Partner sites as needed. The QIL also serves as a brand ambassador, upholding exceptional customer service standards.
