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Quality Insights Lead at Airbnb - ApplyBlast

Quality Insights Lead

Airbnb

9 days ago

4.1 on Glassdoor

Gurugram, Haryana, India

Onsite

Full Time

Senior

0 applicants

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About this role

The Quality Insights Lead supports the daily operations of the Quality program, setting a high standard for quality across the Customer Support organization. The role drives continuous improvement through quality initiatives, analysis, and the application of problem-solving methodologies. It involves collaborating with cross-functional teams, overseeing quality monitoring, and serving as a brand ambassador for exceptional customer service standards.

Responsibilities

Design and oversee deep-dive projects to drive service improvements
Utilize AI-driven conversation intelligence solutions to analyze customer interactions
Lead global calibration sessions to standardize Quality monitoring methodologies

Skills

Qualifications

COPC certification

About Airbnb

airbnb.com

Headquarters

Rome, Lazio, Italy

Company Size

5001-10000 employees

Founded

2007

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Airbnb is a global travel marketplace that connects people seeking short-term lodging and local experiences with hosts who list unique homes, apartments, boutique stays, and activities. Beyond accommodations, it offers curated “Experiences” (tours, classes, guided activities) and tools for hosts such as pricing, calendar management, secure payments, and protection programs. Travelers choose Airbnb for its wide selection of distinctive listings, community reviews and trust-and-safety features, and a convenient booking platform available worldwide.