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Gestionnaire, Qualité, AirCover

Airbnb
Location
Canada
Posted
20 days ago
Department
Community Support
What they actually want (must-haves)
  • At least 10 years of experience in customer support, quality assurance, or operations, with proven experience leading quality programs in administrative services, claims, or financial services.
  • At least 5 years of experience managing quality teams, including direct management of quality analysts or managers in a global partner-based support organization.
  • Bachelor's degree or equivalent experience, ideally in a related field. An MBA or master's degree is a plus.
  • Deep expertise in quality methodologies (COPC, AQS, Six Sigma, Lean) with a proven ability to apply them in complex, high-volume support environments.
  • Experience with quality assurance tool platforms, including practical mastery of form design, calibration management, and deployment of automated quality assurance.
  • Proven ability to build trust with operational stakeholders.
Nice to have
  • COPC certification; Six Sigma Green Belt or Black Belt.
  • Experience with Observe.AI.
  • Experience in program management, change management, or organizational design in a high-growth tech environment.
  • Experience within large-scale BPO/vendor governance models or closely collaborating with them (over 1,000 FTE partners across multiple sites and geographies).
  • Direct experience with insurance claims quality or equivalent protection product environments, including designing assessments based on accuracy and defensibility standards.
What the job really is

As a Quality Manager for AirCover at Airbnb, you will oversee the quality assurance program for the company's insurance product, ensuring compliance with complex processes and evaluating decision accuracy. Your role involves strategic leadership, quality measurement, stakeholder reporting, and promoting automated quality assurance tools. You will also be responsible for managing a global quality team and fostering a unified team culture.

Benefits
  • Base pay range of $128,000 — $160,000 CAD annually, subject to change.
  • Role may be eligible for bonus, equity, benefits, and Employee Travel Credits.
Things to weigh
  • No specific mention of remote work flexibility, as the candidate must be based in Canada.
  • The role is newly created, which may come with uncertainties regarding structure and expectations.
  • The job involves significant responsibility with potential high-stakes consequences for decision-making.
Job score2.8/5
Benefits1/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency0/5

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