Quality Assurance Manager, Trust and Safety airbnb
No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town.
This role will help shape the future of Airbnb?s Trust & Safety Quality Program. We?re looking for someone who?s able to ride a unicycle, while juggling bananas and playing the harmonica. Assuming that?s a walk in the park, you will help define a world-class QA framework and drive key quality metrics across our global Trust & Safety network. The QA Manager is also responsible for liaising with internal and external leadership, ensuring they are empowered with insightful data and analysis to successfully provide their employees with necessary coaching and feedback. The QA Manager will analyze data from cross-functional partners to identify issues and help develop impactful and measurable action plans.
The right person will be skilled at seeing the big picture, communicating effectively with multiple stakeholders on potential impacts, analyzing data and being highly motivated to improve systems and processes. We work in both an online and offline space -- we tackle risks that range from coupon fraud to property damage. No single model or simple metric tracks our efficiency and effectiveness; we are looking to you to help us create a framework to raise the bar for our trust and safety operations globally.
Like everyone we hire at Airbnb, it?s a given that the right candidate would be absolutely passionate about our mission and contribute to the best work culture on the planet.
2-4 years of management experience, preferably in a Quality Assurance focused role
Highly-developed analytical and critical-thinking skills
Experience with creating, measuring, and analyzing quality metrics/KPIs
Extensive contact center experience with internal and outsourced partners
Previous people management skills (buillding/growing teams a huge plus)
Ability to manage small and medium-sized projects lasting 2-4 months
Able to travel to other offices nationally and internationally on occassion
Solid knowledge of Excel. Basic SQL skills required at a minimum
$2000 yearly employee travel coupon
Paid time off
Medical, dental, & vision insurance
Life Insurance and Disability Benefits
Flexible Spending Accounts
||San Francisco, CA |