Lead, Quality, Elevated Support

The Partner QA Lead is the Airbnb Quality owner for the Elevated Support service tier across a portfolio of Community Support BPO partner sites. Working across partner QA teams, this role makes sure that each site scores interactions consistently, calibrates to the same standard as Airbnb, and turns what it finds into insight that Delivery and Partners can act on.

This is a hands-on, partner-facing execution role and a subject matter expert on Airbnb's quality standards. The Partner QA Lead is responsible for making the Quality program work on the ground: holding partner QA teams accountable, running calibration on the Lead With Hospitality (LWH) COPC form, diagnosing behavior opportunities before the weekly business reviews, and driving actions to address issues and opportunities for guests with urgent, high-stakes needs.