Teams at Airbnb

Leads Airbnb’s global AirCover quality program for insurance and property-damage claims. Responsibilities include developing quality strategy and COPC-aligned frameworks, overseeing internal and partner-site evaluations, conducting root-cause analysis, escalating high-severity issues, automating KPI reporting and quality assurance, and driving AI and analytics adoption. The role also manages a distributed quality team, develops stakeholder reporting, improves coaching effectiveness, and partners with operations leadership. Success requires strong expertise in complex, high-volume support environments and quality governance.

Leads the global AirCover quality program, overseeing QA execution across internal and BPO teams, quality measurement, calibration, root cause analysis, coaching effectiveness, executive reporting, and systemic improvement recommendations. The role drives AutoQA and analytics adoption, builds scorecards and escalation frameworks, and manages a distributed quality team while partnering with operational leaders. It requires extensive quality, customer support, insurance claims or financial services experience, people management, and expertise in COPC, Six Sigma, Lean, and QA tooling.

The Specialist provides customer service support, managing complex cases, and ensuring user satisfaction while fostering relationships with clients and stakeholders in a fast-paced hospitality environment.