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Responsable principal(e) de la qualité, anglais mondial
Contract type
Ongoing
Work mode
Remote · Canada
Experience
Senior · 8+ years
Job description
The Global English Quality Manager leads the quality program across multiple BPO partner sites, ensuring calibration, accountability and performance insight for the English volume tier of Airbnb's community support network.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Canada
- Languages
- English
What you'll do
- Ensure daily execution of the GE quality program across all volume-tier service lines and all GE partner sites.
- Ensure weekly QA evaluation targets are met across all sites and service lines, monitoring evaluation completeness, calibration accuracy and coaching.
- Maintain the weekly cadence of QA performance reporting so partner QA teams and operations managers get accurate, actionable data.
- Hold GE partner QA teams accountable to scorecard outcomes such as agent saturation targets, evaluation completeness and calibration accuracy.
- Maintain regular engagement with partner quality teams through weekly alignment meetings and monthly business review follow-ups.
- Escalate partner performance gaps and establish documented action plans, informing senior leadership when needed.
- Manage onboarding of any new GE partner site, ensuring it is calibrated to GE quality standards before scaling.
- Lead calibration sessions across GE partner sites so quality is measured consistently regardless of partner or region.
- Foster QA alignment between quality teams and service delivery teams.
- Oversee NPS detractor analysis to identify causes of dissatisfaction and work with stakeholders on improvement opportunities.
- Correlate quality results with operational results and KPIs to direct quality attention and effort accordingly.
- Ensure GE quality insights are integrated into the weekly partner performance narrative, explaining root causes of score drops.
- Collaborate with the GE training team on initiatives such as Training Flight Simulator and AirReady to align quality training materials with Lead With Hospitality.
- Act as GE quality spokesperson in cross-functional working groups where quality findings affect process or content changes.
- Identify systemic trends from GE evaluations, such as policy gaps, workflow failures or product issues, and log them in OneTrack.
- Own GE's contribution to the global quality reporting framework, submitting weekly KPI data by site and language accurately and on time.
- Ensure GE partner sites submit substantive KPI narratives and verify narrative quality, not just the numbers, across the five partner networks.
- Maintain the GE quality touchpoint calendar including weekly performance reviews, monthly calibrations, monthly business reviews and quarterly COPC capability assessments.
What we're looking for
- 8+ years of experience in quality, operations or a related community or customer support field, including direct management of QA programs within BPO or partner networks.
- Bachelor's degree required, preferably in a related field.
- Demonstrated experience holding BPO partners accountable: leading calibrations, managing partner QA scorecards, writing improvement plans and driving QA manager accountability.
- Practical knowledge of COPC methodology, applying evaluation standards, sampling requirements and calibration governance in a multi-partner operational environment.
- Strong analytical skills to interpret weekly QA performance data, diagnose root causes of score variation and turn diagnosis into a clear narrative.
- Experience with QA tooling platforms such as Observe.AI, NICE QC or equivalent, including form design, calibration management and partner site onboarding.
- Excellent written and verbal communication skills, able to write clear performance emails, run calibrations across time zones and present findings to senior stakeholders.
- Must be based in Canada to perform the work, in British Columbia, Ontario, Quebec, Alberta or Saskatchewan.
Nice to have
- Experience in a QA role within a BPO or multi-site environment, either in-house at a BPO or client-side managing multiple BPO partners.
- Six Sigma Green Belt certification or equivalent structured problem-solving profile.
- Experience collaborating with analytics teams on QA-to-NPS or CSAT correlation analysis, and using AQS or equivalent composite agent performance measures.
- Strong knowledge of cross-functional quality improvement programs around investigation skills, ambassador coaching, tone alignment, and coordinating quality in cross-team rollouts.
Your team
Global English (GE) Quality, Community Support
Supports the largest segment of Airbnb's community support partner network, the English volume tier, covering Resolutions 1, 2 and 3, Dedicated Service Support, Services and Experiences, Dedicated Managed Host Support and Review Integrity for roughly 5,000 or more GE-language agents globally.
Apply
Direct apply at Airbnb
Opens the job posting at Airbnb
About Airbnb
Unique stays and experiences that let guests connect with communities more authentically.
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home and has grown to over 5 million hosts and over 2 billion guest arrivals in almost every country.
Mission
To let hosts offer unique stays and experiences so guests can connect with communities in a more authentic way.
Key facts
- 2007
- San Francisco
- Travel and hospitality marketplace
- Grown to over 5 million hosts.
- Over 2 billion guest arrivals in almost every country.
What they value
- Diversity of ideas fosters innovation and engagement.
- Commitment to inclusion and belonging and to the broadest possible talent pool.