Senior Quality Assurance Specialist

Senior Quality Assurance Specialist - Customer Support

Airbnb is seeking a Senior Quality Assurance Specialist to join the Global Quality team and raise the bar for customer experience. This role is focused on high-volume Customer Experience/Customer Support and requires analyzing large volumes of customer interactions, identifying key trends, and turning insights into actionable recommendations that lead to improvements. You will collaborate with cross-functional partners such as Training, Business Process Improvement (BPI), and Operations to identify root causes, improve processes, and elevate the customer journey. You will also communicate quality insights to senior leadership through executive summaries, reports, and data-driven storytelling.

Responsibilities

• Provide daily support for Quality programs.
• Design and oversee deep-dive projects for regional QIA teams to drive service improvements, managing through to project completion.
• Execute quality investigations and ad-hoc after-action reviews.
• Use transaction monitoring insights to develop targeted continuous improvement initiatives for customer service enhancements.
• Participate in and lead global calibration sessions with internal and partner teams to standardise Quality monitoring and problem-solving methodologies.
• Provide feedback on coaching effectiveness for internal and partner Team Leads, fostering a coaching culture.
• Coach CS agents to achieve Quality program standards.
• Act as the Quality representative for other CS teams (e.g., CM, BPI, Training) and contribute to relevant projects.
• Collect, analyse, and propose changes derived from Support Ambassador roundtable insights at internal and partner sites.
• Travel to partner sites to implement, train, and run key QA initiatives (e.g., onboarding workshops, certifications).
• Master CS policies, procedures, and workflows, ensuring timely knowledge updates for regional QIA teams.
• Conduct spot checks on Quality Analysts and report findings to QA leads/managers.
• Recommend actions to improve based on QA dashboard outcomes.
• Upskill in relevant or new service tiers when needed.
• Lead Quality at partner sites if required.

Qualifications

• Extensive experience in a Quality Assurance, Quality Analyst, or Quality Specialist role within a high-volume Customer Experience or Customer Support environment
• Proven track record of evaluating customer interactions, spotting trends, and delivering actionable insights
• Strong experience working cross-functionally with teams such as Training, BPI, and Operations to drive quality improvements
• Working knowledge of contact center end-to-end processes
• Working knowledge of customer service assessment tools, e.g., Net Promoter System
• Working knowledge of Google Suite, including Sheets
• Experience leading, inspiring and motivating others to meet goals and metrics
• Passionate about setting a high bar of exceptional customer service
• Highly-developed analytical and critical-thinking skills
• Ability to spot trends in data and provide recommended actions to drive performance
• Excellent written and verbal communication skills
• Ability to obtain COPC certification
• Bachelor's degree required
• Travel to partner sites expected up to 20%
• Ability to create and deliver presentations to the organization

Location

This position is eligible to remote in Ireland, but not visa sponsored; you must have work authorization. The role may include occasional work at an Airbnb office or attendance at offsites as agreed with your manager. Your recruiter will inform you which cities you are able to work from depending on your personal legal working identity and Airbnb internal policies.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

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