Senior Quality Assurance Specialist – Customer 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:

We're looking for a Senior Quality Assurance Specialist to join our Global Quality team and play a key role in raising the bar for customer experience at Airbnb.

This is not a traditional QA role - we're looking for someone with extensive experience in a Quality Assurance, Quality Analyst, or Quality Specialist role within a high-volume Customer Experience or Customer Support environment. You'll have a proven track record of analysing large volumes of customer interactions, identifying key trends, and turning insights into actionable recommendations that lead to real improvements.

In this high-impact, high-visibility role, you'll collaborate closely with cross-functional partners like Training, Business Process Improvement (BPI), and Operations to identify root causes, improve processes, and elevate the customer journey

This role also plays a key part in communicating quality insights to senior leadership, so you'll need to be comfortable creating and presenting executive summaries, reports, and data-driven stories that influence decision-making across the business.

You'll be part of a global team, supporting high-priority projects such as product launches, escalations, or deep dives into Customer Support (CS) interactions. You'll be expected to work independently, lead initiatives, and collaborate effectively across teams, functions, and time zones.

The difference you will make:

• 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 QI 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 their QA Leads/Managers.
• Recommend actions to improve based on QA dashboard outcomes.
• Up-skill in relevant or new service tiers when needed.
• Lead Quality at partner sites if required.

A typical day:

• Pursuing Excellence; setting the highest standards for the quality of work produced while holding yourself and others accountable
• Collaborative; skilled working with cross-functional peers/teams
• Presenting and Influencing; ability to develop action plans, business cases and data driven reporting that you would present to all levels of the organisation
• Coaching; You objectively analyse performance and provide regular feedback. You modify your approach to suit your audience. Ability to maintain high levels of confidentiality while providing analysis and coaching.Maintain high levels of confidentiality while performing analysis and coaching
• Solving Problems; You quickly identify root causes as well as subtle, hidden issues. You use logic to propose effective solutions to a variety of problems. You dig deeper and utilize all available resources to reach the best possible solution.
• Managing Time Efficiently; You prioritise correctly, focusing your efforts on the things that are most important. You stay organised to ensure successful multitasking.

Your Expertise:

• 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 and enhance the customer journey
• Working knowledge of contact center end to end processes
• Working knowledge of customer service assessment tools, i.e., 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
• Travel to partner sites expected up to 20%
• Work with Operations teams in the region to address escalated issues, dips in performance and the roll out of new Quality initiatives to drive performance.
• Ability to create and deliver presentations to the organisation

Location:

This position is eligible to remote in Ireland, but not visa sponsored, you have to have the work authority. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. Your recruiter will inform you what 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.