Lead, Quality

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 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.

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