Senior Lead Quality, Global English

The Community You Will Join:

The Quality Lead for Global English supports the largest segment of Airbnb's Community Support partner network, the Global English Volume Tier. This lead oversees the day-to-day quality operation across multiple BPO partners, spanning Resolutions 1, 2, and 3, Dedicated Service Support, Services & Experiences, Dedicated Managed Host Support, and Review Integrity, across roughly 5,000+ GE-language agents globally.

The Difference You Will Make:

This is an execution and leadership role. The Quality Lead is responsible for making the quality program work on the ground: ensuring partner QA teams are calibrated and accountable, translating quality standards into partner behavior, surfacing performance trends early, and driving the actions that close gaps. This Lead will also mentor a group of Partner Quality Leads, who work directly with partners to manage and drive performance; this individual will also work directly with Quality Leaders across our different partners supporting Global English. This Lead will direct the focus and energy of these teams toward what matters, remove blockers, help address areas of opportunity, and hold the overall GE quality program to a consistent standard.

GE Quality Program Execution

• Own the day-to-day execution of the GE quality program across all Volume Tier service lines (R1, R2, R3, DSS, S&E, DMHS, RIT) and all GE partner sites.
• Ensure weekly QA evaluation targets are met across all sites and service lines; monitor evaluation completeness, calibration accuracy, and coaching activity within the GE portfolio.
• Maintain the weekly QA performance reporting cadence, ensuring partner QA teams and Partner Operations Managers receive timely, accurate, and actionable quality data each week.

Partner Network Governance & Accountability

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