Senior Quality Assurance Specialist - Customer Support

<p><span>Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.</span></p><h3><span><strong>Senior Quality Assurance Specialist – EMEA (Remote Ireland)</strong></span></h3> <p><span><strong>The Community you will join:</strong></span></p> <p><span>We’re looking for a <strong>Senior Quality Assurance Specialist</strong> to join our Global Quality team and play a key role in raising the bar for customer experience at Airbnb.</span></p> <p><span>This is not a traditional QA role - we’re looking for someone with <strong>extensive experience in a Quality Assurance, Quality Analyst, or Quality Specialist role within a high-volume Customer Experience or Customer Support environment</strong>. You’ll have a proven track record of <strong>analysing large volumes of customer interactions, identifying key trends, and turning insights into actionable recommendations</strong> that lead to real improvements.</span></p> <p><span>In this high-impact, high-visibility role, you’ll collaborate closely with cross-functional partners like <strong>Training, Business Process Improvement (BPI), and Operations</strong> to identify root causes, improve processes, and elevate the customer journey</span></p> <p><span>This role also plays a key part in <strong>communicating quality insights to senior leadership</strong>, so you’ll need to be comfortable creating and presenting <strong>executive summaries, reports, and data-driven stories</strong> that influence decision-making across the business.</span></p> <p><span>You’ll be part of a global team, supporting high-priority projects such as product launches, escalations, or deep dives into Customer Support (CS) interactions. You’ll be expected to work independently, lead initiatives, and collaborate effectively across teams, functions, and time zones.</span></p> <p><span><strong>The difference you will make:</strong></span></p> <ul> <li><span>Provide daily support for Quality programs.</span></li> <li><span>Design and oversee deep-dive projects for regional QIA teams to drive service improvements, managing through to project completion.</span></li> <li><span>Execute QI and ad-hoc after-action reviews.</span></li> <li><span>Use transaction monitoring insights to develop targeted continuous improvement initiatives for customer service enhancements.</span></li> <li><span>Participate in and lead global calibration sessions with internal and partner teams to standardise Quality monitoring and Problem Solving methodologies.</span></li> <li><span>Provide feedback on coaching effectiveness for internal and partner Team Leads, fostering a coaching culture.</span></li> <li><span>Coach CS agents to achieve Quality program standards.</span></li> <li><span>Act as the Quality representative for other CS teams (e.g., CM, BPI, Training) and contribute to relevant projects.</span></li> <li><span>Collect, analyse, and propose changes derived from Support Ambassador roundtable insights at internal and partner sites.</span></li> <li><span>Travel to partner sites to implement, train, and run key QA initiatives (e.g., onboarding workshops, certifications).</span></li> <li><span>Master CS policies, procedures, and workflows, ensuring timely knowledge updates for regional QIA teams.</span></li> <li><span>Conduct spot checks on Quality Analysts and report findings to their QA Leads/Managers.</span></li> <li><span>Recommend actions to improve based on QA dashboard outcomes.</span></li> <li><span>Up-skill in relevant or new service tiers when needed.</span></li> <li><span>Lead Quality at partner sites if required.</span></li> </ul> <p><span><strong>A typical day:</strong></span></p> <ul> <li><span><strong>Pursuing Excellence</strong>; setting the highest standards for the quality of work produced while holding yourself and others accountable</span></li> <li><span><strong>Collaborative</strong>; skilled working with cross-functional peers/teams</span></li> <li><span><strong>Presenting and Influencing</strong>; ability to develop action plans, business cases and data driven reporting that you would present to all levels of the organisation</span></li> <li><span><strong>Coaching</strong>; You objectively analyse performance and provide regular feedback. You modify your approach to suit your audience. Ability to maintain high levels of confidentiality while providing analysis and coaching.Maintain high levels of confidentiality while performing analysis and coaching</span></li> <li><span><strong>Solving Problems</strong>; 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