Manager, Quality ROW

Airbnb

Contract type

Ongoing

Work mode

Remote · Ireland

Experience

Senior · 7+ years

Job description

The Quality Lead for Rest of World (ROW) oversees the day-to-day quality operation across Airbnb's non-English Community Support partner network, covering EMEA and CJK language Volume Tiers. The role leads EMEA and CJK Quality Partner Leads and holds BPO partners accountable to quality standards.

At a glance

Employment: Full-time
Work mode: Remote · Ireland
Languages: English – fluent
Pay: EUR 80,000 – 100,000 / year

What you'll do

Own the day-to-day execution of the ROW quality program across all in-scope Volume Tier service lines and all EMEA and CJK partner sites
Ensure weekly QA evaluation targets are met across all sites, languages and service lines; monitor evaluation completeness, calibration accuracy, and coaching activity
Maintain the weekly QA performance reporting cadence, ensuring partner QA teams and Partner Operations Managers receive timely, accurate, and actionable quality data each week
Lead and develop the EMEA and CJK Quality Partner Leads: set priorities, align regional approaches, and ensure consistent standards and ways of working
Hold ROW partner QA teams accountable to the Performance Scorecard results: Agent Saturation Targets, Evaluation Completeness, Calibration Accuracy, Coaching Effectiveness, Actionable Insights
Maintain regular engagement with Partner Quality teams: weekly alignment cadences and alignment on monthly business review results and actions
Escalate partner performance gaps and establish documented action plans where warranted; escalate to Sr. Leadership for situations that require it
Manage the New Site Onboarding process for any new ROW partner sites, ensuring they are calibrated to ROW quality standards before they scale
Conduct calibration sessions across EMEA and CJK partner sites; ensure calibration rigor so that ROW quality is measured consistently regardless of partner, language or geography
Ensure calibration of non-English evaluations is aligned to global standards, including cross-language and cross-region consistency with Global English where applicable
Drive QA alignment across Quality and Delivery teams
Oversee NPS Detractor Analysis Insights to identify drivers of dissatisfaction, including language- and market-specific drivers; work with Delivery, Training, and other stakeholders to address areas of opportunity
Correlate quality results to operational outcomes and KPIs; place quality focus and emphasis accordingly
Ensure ROW quality insights are integrated into the weekly partner performance narrative: when scores drop week-over-week, understand drivers and root cause, and be able to explain them in weekly reviews
Partner with the ROW Training team on critical initiatives, such as Training Flight Simulator and AirReady; ensure training artifacts related to Quality are aligned to the Lead With Hospitality framework, including localization for EMEA and CJK markets
Participate as the ROW quality voice in cross-functional working groups, where quality findings have direct implications for process or content change
Surface patterns from ROW evaluations that signal policy gaps, workflow failures, or product issues
Own the ROW contribution to the global Quality reporting framework: weekly KPI data by site and language (NPS, Reopen Rate, AQS, 0–60, Throughput) submitted accurately and on time as part of the automated reporting rollout
Ensure ROW partner sites are submitting their own KPI narratives with substance; verify narrative quality, not just numbers
Maintain the ROW calendar of quality touchpoints: weekly partner performance reviews, monthly calibration sessions, monthly partner business reviews, and quarterly COPC-style partner capability assessments

What we're looking for

7+ years of experience in Community/Customer Support Quality, Operations, or a related field, with direct experience managing QA programs across BPO or partner networks at meaningful scale (1,000+ agents across multiple sites)
3+ years of direct people management experience — specifically managing QA Leads or Quality Partner Leads who themselves have partner oversight responsibilities, not just individual QIAs
Experience leading quality across multiple regions and languages, including managing leaders in different geographies and time zones
Demonstrated experience driving partner BPO accountability: running calibration sessions, managing partner QA scorecards, writing and executing improvement plans, and holding BPO QA managers to performance standards in a governance context
Working knowledge of COPC methodology; able to apply COPC evaluation standards, sampling requirements, and calibration governance in a live multi-partner operational environment
Strong analytical skills: able to read weekly QA performance data, diagnose root causes behind score movements (tenure mix, calibration drift, form changes, workflow updates), and translate that diagnosis into a clear narrative for Delivery and partner leadership
Experience with QA tooling platforms — Observe.AI, NICE QC, or equivalent — including form design, calibration management, and partner site onboarding
Excellent written and verbal communication in English; able to write a sharp partner performance email, run a productive calibration session across time zones, and present quality findings to senior Delivery stakeholders with confidence
Bachelor's degree or equivalent experience

Nice to have

Experience in a BPO or multi-site QA role, either in-house at a BPO or as a client-side quality manager managing multiple BPO partners simultaneously
Professional proficiency in one or more EMEA or CJK languages, or experience quality-managing non-English support operations through calibration and localization
Familiarity with Airbnb's Volume Tier service lines (R1, R2, R3, DSS, S&E, DMHS) or equivalent hospitality/travel platform support programs
Experience with the Lead With Hospitality (LWH) framework, COPC-aligned behavioral QA rubrics, or equivalent structured quality frameworks with fatal-scoring models
Six Sigma Green Belt or equivalent structured problem-solving background
Background working with analytics teams on QA-to-NPS or QA-to-CSAT correlation analysis; experience using AQS (Ambassador Quality Score) or equivalent composite agent performance metrics
Familiarity with cross-functional quality improvement programs — investigation skills initiatives, coaching ambassador programs, agent messaging tone efforts — and experience coordinating quality's role in multi-team rollouts

Your team

Community Support Quality — Rest of World (ROW)

Supports Airbnb's non-English Community Support partner network, covering the EMEA and CJK (Chinese, Japanese, Korean) language Volume Tiers.

Benefits

Bonus
Equity
Benefits
Employee Travel Credits

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About Airbnb

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.

Key facts

2007
San Francisco
Over 5 million hosts
Over 2 billion guest arrivals
Hosts in almost every country across the globe