Lead, Quality
Airbnb, Inc. (company site, opens in a new tab)7+ yrsGurugramOn-siteDirect career pageEst. 16.1–21.1 LPA
Posted 5h ago
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Job description
Structured overview of role & requirements
About This Role
- Own quality oversight across Aircover’s partner QA network and internal Claims Experience and Service Recovery teams, including audits, calibration, reporting, and performance-gap follow-up.
- Use transaction findings and executive-escalation root cause analysis to recommend and track Product, Policy, Process, and People improvements.
- Support Aircover launches by establishing quality forms, sampling methods, and monitoring guardrails before and after rollout.
Minimum Requirements
- Work Experience Required: 7+ years in Quality Assurance, Customer Experience, Claims Operations, or a related operational field.
- Bachelor’s degree or equivalent combination of education and professional experience.
- Experience supporting, managing, or governing quality programs in BPO environments.
- Deep expertise in Aircover Claims Support, including its processes, policies, products, and specialist behavioral expectations.
Ideal Candidate Profile
- Has governed or supported partner QA operations and can align BPO and internal stakeholders without direct authority.
- Uses quality data, dashboards, case investigations, and root cause analysis to identify trends and drive measurable operational improvements.
- Can set up quality controls for new products or launches and communicate findings clearly to operational and leadership stakeholders.