Quality Insights Analyst

8 minutes ago
Full-time
Mid Level
Data Science and Analytics
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008

Description

  • Complete quality evaluations, transaction monitoring, and root cause analysis against agreed targets.
  • Analyze, report, and present quality findings to inform performance at the program, region, or site level.
  • Design and lead deep-dive projects to identify service improvements and drive them through to completion.
  • Use transaction monitoring insights to develop targeted continuous improvement initiatives.
  • Participate in and lead calibration sessions with internal and partner teams to ensure consistent standards.
  • Observe coaching effectiveness and provide feedback to Team Leads to strengthen the coaching culture.
  • Coach Supply agents to meet Quality program standards.
  • Represent Quality on cross-functional teams and support projects as needed.
  • Partner with Engineering and Product teams to pilot AI or automation features that improve QA efficiency.
  • Work with Operations teams to address escalated issues, performance dips, and rollout of new quality initiatives.

Requirements

  • 4+ years of experience in Supply/Hosting and at least 2 years of QA experience.
  • Demonstrated experience with AI/automation tools in a contact center or quality-assurance setting.
  • Experience with speech analytics, conversational AI platforms, robotic process automation, advanced Excel or Google Sheets scripting, Python, or SQL is a plus.
  • Proficiency with Airtable and Salesforce.
  • Working knowledge of end-to-end contact center processes.
  • Strong command of Google Workspace, including Sheets, Slides, and Docs.
  • Ability to build and maintain automated reporting dashboards.
  • Successful mid-year and annual reviews with a meets expectations rating or higher for the past two years.

Benefits

  • Annual base pay range of ₹770,000 to ₹1,100,000 INR.
  • Eligible for bonus or incentive compensation.
  • Eligible for one or more equity programs.
  • Access to benefits.
  • Employee Travel Credits.

Interested in this position?

Apply directly on the company website

Apply Now

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