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Quality Insights Lead

Airbnb· Quality
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GurugramINR 1610k - INR 2110kUnknownPosted 5d ago

About the role

Lead for Quality Insights within Airbnb's Customer Support, driving continuous improvement through quality monitoring, analytics, and AI-assisted tooling; serves as a quality representative across CS teams and may oversee partner sites.

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 QI and ad-hoc after-action reviews.
  • Use transaction monitoring insights to develop targeted continuous improvement initiatives for customer service enhancements.
  • Utilize AI-driven conversation intelligence solutions (Observe.AI) to oversee and analyze customer interactions at scale, validating model-driven scores and automated evaluations to pinpoint systemic performance gaps.
  • Convert machine-generated insights from AI-assisted monitoring into strategic service enhancements and targeted coaching priorities.
  • 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.
  • Coach CS agents to achieve Quality program standards.
  • Act as the Quality representative for other CS teams 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.
  • 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

  • 8 plus years of Customer Experience management experience in a rapidly growing partner network
  • Experience working in a QA Specialist or related role
  • 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
  • Passionately setting a high bar for exceptional customer service
  • Highly-developed analytical and critical-thinking skills
  • Ability to spot trends in data and provide recommended actions to drive performance
  • Experience with AI automation workflows within contact center Quality environments; including validating AI-generated outputs, identifying anomalies, and interpreting model-driven trends to formulate actionable service improvements
  • Excellent written and verbal communication skills
  • Ability to obtain COPC certification
  • Bachelor’s degree required
  • 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.

Skills

Required:Customer Experience ManagementQuality Assurance / QAData analysis & reportingAI / automation in contact centersCoaching & People leadershipStakeholder management

Benefits

  • Base pay range India: ₹1,610,000—₹2,110,000 INR (annual)
  • Bonus or incentives may be available
  • Equity programs may be available
  • Employee Travel Credits may be available
  • Benefits may apply (as per company policy)
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Airbnb

Book accommodations around the world.

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetize their extra space and showcase it to an audience of millions. No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town. Headquartered in San Francisco, we have satellite offices in Dublin, London, Barcelona, Paris, Milan, Copenhagen, Berlin, Moscow, São Paolo, Sydney, and Singapore.

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