Exceptional Customer Service Leader
At the heart of our organization, we strive to deliver unparalleled experiences for our guests and hosts. From humble beginnings with two hosts welcoming three guests in 2007 to over five million hosts who have welcomed over two billion guest arrivals globally, we continue to shape the future of travel.
The Quality Insights Lead (QIL) plays a pivotal role in driving daily operations of the Quality program, setting high standards for quality across the Customer Support (CS) organization. Reporting directly to the Quality Manager, the QIL spearheads continuous improvement through Quality initiatives, including analysis, business case development, reporting on Quality monitoring, and applying Problem Solving Methodologies.
The QIL ensures timely completion of assigned tasks, collaborates with other CS teams as the Quality representative, and oversees Quality Partner sites as needed. They also serve as a brand ambassador, upholding exceptional customer service standards.
Key Responsibilities:
* Provide daily support for Quality programs
* Design and oversee deep-dive projects for regional QIA teams to drive service improvements
* Manage projects from inception to completion
* Execute Quality Improvement and ad-hoc after-action reviews
* Utilize 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 standardize Quality monitoring and Problem Solving methodologies
* Provide feedback on coaching effectiveness for internal and partner Team Leads, fostering a coaching culture
* Catch CS agents to meet Quality program standards
* Act as the Quality representative for other CS teams (e.g., CM, BPI, Training) and contribute to relevant projects
* Collect, analyze, 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
Requirements:
* 2-4 years of Customer Experience management experience in a rapidly growing partner network
* 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 identify 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
Preferred Qualifications:
* Exceptional coaching abilities
* Advanced knowledge of Excel or Google Docs
* Strong knowledge of NPS and Quality tools (e.g., Medallia)
* Experience with NICE Quality Central (speech analytics)
* Familiarity with industry-leading contact center Quality Assurance platforms & programs
* Quality Assurance certification (e.g., COPC)
* Ability to create and deliver presentations to the organization
This position is eligible to work remotely in Dublin but not visa-sponsored. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed upon with your manager.