Lead, Quality

The Difference You Will Make:

The Quality Lead plays a critical role in supporting the day-to-day activities of the Aircover Quality program from the Airbnb India (ACC) site. This role sets the standard for excellence in Quality across the Aircover organization and requires a proactive, detail-oriented professional who can operate credibly across both partner-facing and internal audiences.

Reporting to the Aircover Quality Manager, the QA supports quality performance across the entire partner QA network. Within this remit and without being dedicated to any single team the QA also supports the internal Aircover Claims Experience (ACE) and Service Recovery team, along with their respective stakeholders. 

Across both, the QA partners with internal stakeholders to drive continuous improvement, through transaction monitoring, calibration, root cause analysis, business case development, and reporting, ensuring all assigned work is completed within deadlines. The QA also provides Quality support for new Aircover launches and products, helping stand up monitoring and quality guardrails as the program evolves (e.g., new coverage, customer segmentation).

As an ambassador of our brand, you will uphold the highest customer service standards, championing excellence and process optimization across teams and time zones.

A Typical Day: 

• Support and monitor the performance of the partner QA team, ensuring their transaction monitoring and audits align with agreed Aircover quality standards, targets, and methodologies.
• Conduct spot checks / audit-the-auditor reviews on partner QA outputs and report findings and recommendations to the QA Lead and partner stakeholders.
• Lead and participate in calibration sessions with the partner QA teams and internal teams to ensure scoring consistency and shared understanding of quality forms and guidelines.
• Analyze, report, and present quality transaction monitoring findings to inform program, regional, and site-level performance.
• Identify trends and propose action plans to drive continuous improvement based on QA and Ops dashboard results.
• Provide recommendations related to Product, Policy, Process, and People to the appropriate stakeholders, and track/review submitted recommendations monthly with the internal QI team.
• Work with partner QA leads and internal stakeholders to close performance gaps, strengthen coaching quality, and improve first-time-right resolution.
• Conduct executive escalation root cause analysis in line with targets, providing Product, Policy, Process, and People recommendations to the appropriate stakeholders.
• Proactively and on request, design and lead deep-dive projects to enhance service quality and reduce recurrence of high-severity incidents.
• Collaborate with key stakeholders, Aircover QAs, and frontline specialists to gain insight into deep dives and executive escalations.

New Launches & Products

• Provide Quality support for new Aircover launches and product rollouts, including pre-launch readiness and post-launch event QA support.
• Help define and stand up quality forms, sampling methodologies, and monitoring guardrails for new coverage, tools, or customer segments.

Cross-Functional & Program Support

• Identify opportunities to improve the Quality program (e.g., quality forms/guides, sampling methodologies).
• Potentially represent Quality in cross-functional forums such as OCM, BPI, and Training, providing project support.
• Engage in ongoing Aircover training, work on a minimum of one claim each month, and stay current with best practices.

Your Expertise:

• Bachelor’s degree or equivalent combination of education and professional experience.
• 7 plus experience in Quality Assurance, Customer Experience, Claims Operations, or a related operational field.
• Experience supporting, managing, or governing Quality programs within Business Process Outsourcing (BPO) environments.
• Strong track record of conducting root cause analyses, identifying trends and opportunities, presenting insights to stakeholders and leadership, and driving continuous improvement initiatives.
• Experience developing and leveraging quality reporting, dashboards, and data visualization tools to inform decision-making (e.g., Tableau, Google Sheets, Excel, Salesforce, or similar platforms).
• Demonstrated ability to collaborate effectively across cross-functional teams, including Product, Policy, Operations, Training, and other business partners.
• Experience supporting large-scale process improvements, program launches, or operational projects is highly preferred.

Your Skills:

• Deep expertise in Aircover Claims Support: Specialist behavioral expectations and a thorough understanding of Aircover processes, policies, and products (e.g., Aircare, HDP, HLI).
• Partner/Stakeholder Management: Ability to support and influence a BPO partner QA function and internal stakeholders, driving alignment without direct authority.
• Analysis & Research: Strong ability to comprehend, analyze, and investigate cases, workflows, and documentation; proficient in root cause analysis, critical thinking, and attention to detail.
• Excellence & Accountability: Consistently set and uphold the highest standards for work quality while holding yourself and others accountable.
• Collaboration: Skilled at working across cross-functional and cross-site teams to drive alignment and improvements.
• Presenting & Influencing: Distill complex ideas into clear, concise insights and engaging, digestible reports and presentations.
• Coaching & Feedback: Objectively assess performance, provide constructive feedback, and tailor coaching to different audiences.
• Solving Problems: Quickly identify root causes and hidden issues, using logical reasoning and available resources to develop effective solutions.
• Calibration & Consistency: Facilitate calibration and maintain scoring consistency across internal and partner QA teams.
• Time Management & Prioritization: Efficiently prioritize high-impact work while staying organized across multiple responsibilities.

Our Commitment To Inclusion & Belonging:

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.