Quality Insights Lead, Airbnb
More information about location
Community marketplace for holiday accomodation
Be an early applicant
Community marketplace for holiday accomodation
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
To create a world where anyone can belong anywhere.
Role
Who you are
- Ability to maintain high levels of confidentiality while providing analysis and coaching
- 2-4 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
- Passionate about setting a high bar of exceptional customer service
- Highly-developed analytical and critical-thinking skills
- Ability to spot 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
- 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
- [Preferred] Exceptional coaching abilities
- [Preferred] Advanced knowledge of Excel or Google Docs
- [Preferred] Strong knowledge of NPS and Quality tools (e.g. Medallia)
- [Preferred] Experience with NICE Quality Central (speech analytics)
- [Preferred] Familiarity with industry leading contact center Quality Assurance platforms & programs
- [Preferred] Quality Assurance certification (e.g. COPC)
- [Preferred] Ability to create and deliver presentations to the organization
What the job involves
- The Quality Insights Lead (QIL) supports the daily operations of the Quality program, setting a high standard for quality across the Customer Support (CS) organization
- Reporting to the Quality Manager, the QIL drives continuous improvement through Quality initiatives, including analysis, business case development, reporting on Quality monitoring, and applying Problem Solving Methodologies
- They ensure all assigned tasks are completed on time, collaborate with other CS teams as the Quality representative, and may oversee Quality Partner sites as needed
- The QIL also serves as a brand ambassador, upholding exceptional customer service standards
- 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
- 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 (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
- 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
- Pursuing Excellence; setting the highest standards for the quality of work produced while holding yourself and others accountable
- Collaborative; skilled working with cross-functional peers/teams
- Presenting and Influencing; ability to develop action plans, business cases and data driven reporting that you would present to all levels of the organization
- Coaching; You objectively analyze performance and provide regular feedback. You modify your approach to suit your audience
- Maintain high levels of confidentiality while performing analysis and coaching
- Solving Problems; You quickly identify root causes as well as subtle, hidden issues
- You use logic to propose effective solutions to a variety of problems
- You dig deeper and utilize all available resources to reach the best possible solution
- Managing Time Efficiently; You prioritize correctly, focusing your efforts on the things that are most important. You stay organized to ensure successful multitasking
Our take
When Airbnb was originally founded, the product helped customers book air mattresses on people's apartment floors. Since then, Airbnb has had over a billion customers hosted through its platform. With more than 4 million registered hosts worldwide, it has grown into a major player in the hospitality sector.
Airbnb has been successful in disrupting the traditional holiday lettings sector. Before it existed accommodation was limited to hotels and bed and breakfasts, but Airbnb has mainstreamed the idea of renting out spare rooms or even entire homes. It has created a new sector of hosts purchasing properties to rent out on the platform and provides a level of flexibility and a range of offerings not previously possible for travelers.
Perhaps a victim of its own success, by 2022 supply of Airbnb-listed properties began to outstrip demand in some markets, as hosts overestimated the appetite for domestic travel. However, the company is still posting strong financials and has unveiled new tools to support its hosts in a tougher rental market. With a healthy bottom line and a huge user base, Airbnb is very likely to overcome the current market turbulence and continue its growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Apr 2020
$500m
GROWTH EQUITY VC
Mar 2017
$447.8m
SERIES F
Total funding: $3.8bn
Company benefits
- Paid volunteer time
- Health food and snacks
- Generous parental and family leave
- Learning and development
- Annual travel and experiences credit
Company HQ
Showplace Square, San Francisco, CA
Leadership
Brian Chesky
(Co-Founder & CEO)Previously an Industrial Designer, studying at Rhode Island School of Design.
Nathan Blecharczyk
(Co-Founder & CSO)Studied Computer Science at Harvard, and had around 4 years of professional Software Engineering experience before founding Airbnb, including interning at Microsoft.
Joe Gebbia
(Co-Founder)Also studied Industrial Design at Rhode Island, and previously founded various design-related startups
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