Airbnb Partner QA Lead role responsible for quality ownership of Airbnb's Elevated Support service tier across partner sites. The role ensures consistent scoring, calibration, and actionable insights for urgent, complex guest issues.
Responsibilities
Own the day-to-day execution of the Quality program for the Elevated Support service tier and the corresponding partner sites, languages and queues (voice, async and back office), including weekly QA evaluation targets, evaluation completeness, and coaching activity within your portfolio.
Validate performance data before every business review (WBR, MBR, QBR): confirm that partner QA scores are complete, accurate and comparable, then explain week-over-week movements in a short, clear narrative that Delivery and partner leadership can act on.
Run the Quality portion of each partner's operating cadence: weekly QA syncs, a pre-sync with your ROM/POM before each WBR, and the monthly and quarterly business reviews.
Hold partner QA teams to the Partner Scorecard: evaluation completeness, calibration accuracy, coaching effectiveness and actionable insights. Document gaps and agree action plans with owners and dates.
Audit the auditors: sample and re-score partner evaluations to confirm they follow the standard, and escalate sustained performance gaps to the Quality Lead.
Support new partner site onboarding, language expansion and site visits, making sure each new Elevated Support site and cohort is certified and calibrated to Airbnb standards before it scales, including interim QA coverage by experienced partner QAs while a new site stands up its own team.
Run calibration sessions across your Elevated Support partner sites on the LWH form, including evaluations scored at case level across every Specialist who touched the case, and track alignment at attribute and causal-factor level, so that quality is measured the same way regardless of partner or geography.
Support partner Team Lead calibration, including the weekly sessions that Partner Quality runs within each site, so Team Leads coach specialists in the same language as Quality.
Triage partner feedback on the form and recommend scoring guide updates through the Calibration DRI. Quality owns the standard; partners do not change it locally.
Lead NPS detractor analysis, including the Global Detractor Analysis (GDA) framework, for Elevated Support, where NPS is the north-star metric. Correlate QA results with NPS, reopen rate, AQS and other operational KPIs, and point partner QA effort toward the sites, languages and case types that need it most.
Partner with Delivery, WFM and the Elevated Support program team to establish and refine QA targets and the tier scorecard, using LWH data to recommend realistic, evidence-based targets (for example where sites report they cannot reach targets carried over from volume tiers) and to monitor early-life performance of new sites and cohorts.
Validate the Elevated model end to end: sample cases to confirm the right cases are being identified and escalated to the tier, that handoffs and transfers (including to Premium Support and language queues) work as intended, and that the tier is staffed and routed so guests reach an Elevated Specialist.
Qualification
Drive adoption of ObserveBachelor's DegreeStrong analytical skills
Required
Give partner QA teams and Delivery the data they need to find root cause: by partner, site, Specialist cohort, Specialist quartile and contact reason.
Share best practices with other Partner QA Leads, and cover for peers or the Quality Lead during staffing gaps, including language or regional coverage and short rotations.
Drive adoption of Observe.AI across your Elevated Support partner sites, including AutoQA review and annotation, access and permission hygiene, and the transition from interim evaluation forms to Observe.AI.
Be an expert on every new Quality initiative, such as LWH, Global Detractor Analysis, and Specialist Investigation Skills, and cascade it to your partners with clear expectations, training and follow-up.
Represent Quality for Elevated Support in cross-functional working groups (Product, program management, Knowledge Management, Training, Workforce and Routing) as the single point of contact for your partners, and make sure quality findings that point to policy, workflow or product gaps are raised, not left as coaching notes.
Protect partner QA capacity for strategic work such as deep dives and root-cause analysis, rather than ad hoc requests that are outside agreed scope.
6+ years of experience in Community or Customer Support Quality, Operations or a related field, including direct experience with QA programs across BPO or partner networks and experience supporting high-touch, escalated or premium service tiers.
Bachelor's Degree, preferably in related field required.
Demonstrated experience driving partner accountability: running calibration sessions, reviewing partner QA scorecards, and writing and following through on improvement plans with BPO QA teams.
Working knowledge of COPC methodology or an equivalent governance model: sampling requirements, calibration, and objective, behavior-based scoring forms.
Strong analytical skills: able to read weekly QA and KPI data (NPS, CSAT, iSAT, reopen rate, cost per case), diagnose the cause of score movements, and turn it into a clear narrative for Delivery and partner leadership.
Experience with QA platforms such as Observe.AI, or equivalent, including calibration management, form use and review of automated or AI-assisted scoring.
