Athletics fundraising coordinator advancing University of Alberta Golden Bears and Pandas sports programs. Managing donor stewardship, alumni relations, fundraising initiatives, events and data - driven operations.
About the role
- Airbnb quality leader overseeing Global English QA across 5,000+ partner support agents. Driving BPO governance, calibration, KPI reporting, and quality improvement from Canada.
Responsibilities
- Own day-to-day execution of the Global English quality program across all Volume Tier service lines and partner sites
- Ensure weekly QA evaluation targets, evaluation completeness, calibration accuracy, and coaching activity across sites and service lines
- Maintain weekly QA performance reporting for partner QA teams and Partner Operations Managers
- Hold partner QA teams accountable to Performance Scorecard results
- Maintain weekly alignment cadences and monthly business review action alignment with Partner Quality teams
- Escalate partner performance gaps and establish documented action plans
- Manage new site onboarding and ensure calibration to Global English quality standards
- Conduct calibration sessions across partner sites and drive QA alignment across Quality and Delivery teams
- Oversee NPS detractor analysis and identify drivers of dissatisfaction
- Correlate quality results with operational outcomes and KPIs
- Integrate quality insights into weekly partner performance narratives and identify root causes
- Partner with the Global English Training team on initiatives such as Training Flight Simulator and AirReady
- Represent quality in cross-functional working groups and surface policy, workflow, or product issues
- Own Global English contributions to the global Quality reporting framework, including weekly KPI data by site and language
- Verify partner KPI narratives and maintain quality touchpoint calendars
- Mentor Partner Quality Leads and direct team focus, remove blockers, and uphold consistent quality standards across the program
Requirements
- 8+ years of experience in Community/Customer Support Quality, Operations, or a related field
- Direct experience managing QA programs across BPO or partner networks
- Bachelor's Degree, preferably in related field, required
- Experience driving partner BPO accountability, including calibration sessions, partner QA scorecards, improvement plans, and performance governance
- Working knowledge of COPC methodology, including evaluation standards, sampling requirements, and calibration governance
- Strong analytical skills and ability to diagnose root causes in weekly QA performance data
- Experience with QA tooling platforms such as Observe.AI, NICE QC, or equivalent, including form design, calibration management, and partner site onboarding
- Excellent written and verbal communication skills
- Preferred: experience in a BPO or multi-site QA role
- Preferred: Six Sigma Green Belt or equivalent structured problem-solving background
- Preferred: experience with QA-to-NPS or QA-to-CSAT correlation analysis and AQS or equivalent metrics
- Preferred: familiarity with cross-functional quality improvement programs
- Must live in a province where Airbnb Canada, Inc. has a registered entity; currently eligible provinces are Ontario, British Columbia, Quebec, Alberta, and Saskatchewan
Benefits
- Bonus eligibility
- Equity eligibility
- Benefits eligibility
- Employee Travel Credits
- Remote work arrangement
- Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager
- Disability-inclusive application and interview process with reasonable accommodations
- No requirement to purchase work-related equipment during the interview process
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