Lead, Quality, Elevated Support

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: 

The Partner QA Lead is the Airbnb Quality owner for the Elevated Support service tier across a portfolio of Community Support BPO partner sites. Working across partner QA teams, this role makes sure that each site scores interactions consistently, calibrates to the same standard as Airbnb, and turns what it finds into insight that Delivery and Partners can act on.

The Difference You Will Make:

Elevated Support is Airbnb's newest Community Support service tier, built for guests with urgent, complex or high-stakes issues. Cases are identified by an Elevated decisioning model, routed to a dedicated pool of specialized Specialists across voice, async and back-office queues, and supported around the clock by partner sites in multiple regions and languages. Its north-star metric is NPS, case resolution, cost per case, and reopen rate. Because the tier is new, its quality targets, scorecard and evaluation approach are still maturing, and this role helps set them. 

The Partner QA Lead is paired with a Delivery (Ops) counterpart: Quality owns the standard, the evidence and the diagnosis, and Delivery and Quality partner on actions.

This is a hands-on, partner-facing execution role and a subject matter expert on Airbnb's quality standards. The Partner QA Lead is responsible for making the Quality program work on the ground: holding partner QA teams accountable, running calibration on the Lead With Hospitality (LWH) COPC form, diagnosing behavior opportunities before the weekly business reviews, and driving actions to address issues and opportunities for guests with urgent, high-stakes needs. The role works closely with the Quality Leads, other Partner QA Leads, Delivery, Training, Knowledge Management, the Elevated Support program team and Business Process Improvement (BPI), and is expected to become an expert in new standards and tools, such as Lead With Hospitality (LWH) QA framework and Observe.AI, and then to drive adoption across its partners.

A Typical Day: 

Partner Quality Program Execution

• Own the day-to-day execution of the Quality program for the Elevated Support service tier and the corresponding partner sites, languages and queues (voice, async and back office), including weekly QA evaluation targets, evaluation completeness, and coaching activity within your portfolio.

• Validate performance data before every business review (WBR, MBR, QBR): confirm that partner QA scores are complete, accurate and comparable, then explain week-over-week movements in a short, clear narrative that Delivery and partner leadership can act on.

• Run the Quality portion of each partner's operating cadence: weekly QA syncs, a pre-sync with your ROM/POM before each WBR, and the monthly and quarterly business reviews.

Partner Governance & Accountability

• Hold partner QA teams to the Partner Scorecard: evaluation completeness, calibration accuracy, coaching effectiveness and actionable insights. Document gaps and agree action plans with owners and dates.

• Audit the auditors: sample and re-score partner evaluations to confirm they follow the standard, and escalate sustained performance gaps to the Quality Lead.

• Support new partner site onboarding, language expansion and site visits, making sure each new Elevated Support site and cohort is certified and calibrated to Airbnb standards before it scales, including interim QA coverage by experienced partner QAs while a new site stands up its own team.

Calibration & LWH Standards&