Airbnb Senior Quality Assurance Specialist – Customer Support 

Ireland, Dublin 

753806612

The Community you will join:

This role also plays a key part in, so you’ll need to be comfortable creating and presenting
executive summaries, reports, and data-driven storiesthat influence decision-making across the business.

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.

The difference you will make:

• 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 standardise 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, analyse, 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.
• Up-skill in relevant or new service tiers when needed.
• Lead Quality at partner sites if required.

A typical day:

• 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 organisation
• Coaching ; 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
• 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 prioritise correctly, focusing your efforts on the things that are most important. You stay organised to ensure successful multitasking.

Your Expertise:

• Extensive experience in a Quality Assurance, Quality Analyst, or Quality Specialist role within a high-volume Customer Experience or Customer Support environment
• Proven track record of evaluating customer interactions, spotting trends, and delivering actionable insights
• Strong experience working cross-functionally with teams such as Training, BPI, and Operations to drive quality improvements and enhance the customer journey
• 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.
• Ability to create and deliver presentations to the organisation

Offices: Dublin, Ireland