Manager, Quality, AirCover

Airbnb·Canadasenior

In short

→Liderazgo en calidad para el seguro de protección a anfitriones (AirCover) a escala global.
→Gestión de evaluaciones de calidad, análisis de causas raíz y mejora de procesos con alto impacto financiero.
→Líder clave en la implementación de AutoQA y herramientas de IA para la calidad automatizada.

Fluent English required for stakeholder collaboration and executive reporting.

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What they ask for

✓Liderazgo demostrado en programas de calidad a gran escala.
✓Experiencia en análisis de causas raíz y mejora de procesos con impacto operativo.
✓Capacidad para liderar equipos globales distribuidos y fomentar cultura de calidad compartida.
✓Conocimiento en frameworks COPC o similares.
✓Experiencia en gestión de proveedores BPO en contexto de calidad.
✓Habilidades avanzadas en análisis de datos y reportes ejecutivos.

Don't tick every box? That's normal — your free dossier shows your gaps and how to cover them in the interview.

COPCWBRsMBRsQBRsNPSpredictive NPSAutoQAAIanalytics toolsKPI reporting

Who should you write to at Airbnb?

Your free dossier identifies the people who'd interview you — their background, what they value, and how to reach out so you stand out before applying.

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 Community You Will Join: This Senior Quality Lead will own the quality program for AirCover. AirCover is Airbnb's host protection and property damage insurance product, handling claim reviews at global scale with direct financial exposure in every case. The Difference You Will Make: This function requires a quality leader who can operate rigorously in environments where the stakes of a wrong answer are high, the workflows are complex, and quality measurement must go beyond behavioral compliance to evaluate decision accuracy and defensibility. A Typical Day: Strategic Leadership & Program Ownership • Own and execute the quality strategy for AirCover, aligned to the evolving needs of the business. • Serve as the single accountable Quality leader for AirCover. • Establish and optimize operating models and frameworks that are COPC-aligned. • Represent quality in WBRs, MBRs, QBRs, and executive reviews; deliver a proactive narrative that surfaces emerging risks. Measurement & Quality Execution • Oversee QA evaluation execution across AirCover, internally and at BPO partner sites globally, ensuring consistent application of QA processes and frameworks. • Lead root cause analysis on systemic failures, translating QA findings into product, process, and policy recommendations that go beyond agent-level coaching. • Define sample selection, alignment thresholds, root cause review, and evaluator-level remediation processes. • Ensure evaluations close with a documented coaching action; build the tracking mechanisms to measure whether coaching is translating into performance improvement over time. Insights, Reporting & Stakeholder Partnership • Build and maintain the executive escalation quality framework; ensure high-severity AirCover cases are evaluated. • Implement an NPS/predictive NPS detractor analysis framework, ensuring global patterns surface in real time. • Build a Partner QA Performance Scorecard, establishing clear accountability for Calibration Accuracy, Evaluation Completeness, Critical Error Detection, Coaching Effectiveness. AI, AutoQA & Technology Enablement • Establish automated KPI reporting, eliminating manual processes. • Drive AutoQA adoption, with particular focus on the attributes unique to AirCover interactions. • Champion AI and analytics tools for Specialty insight generation and reporting. People & Culture Leadership • Stabilize the AirCover quality team; a globally distributed team. • Foster a One-Quality-Team culture that eliminates the cross-team divides: shared best practices, cross-regional learning, and proactive knowledge sharing. • Set high expectations and hold the team accountable for output quality, insight delivery,

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