Quality Assurance Specialist - Community Marketplace

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.

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 would be responsible for the day-to-day assessment and quality coaching of a regional team of Customer Experience Specialist whose mission is to create the most loved customer experience in the Hospitality industry. You will report directly to the QA Manager for India. You will also liaise with the APAC Partners by extending the Quality Programme and calibrations to external teams.

Responsibilities:

- Provide excellent QA coaching and mentoring to help the regional CX Specialists build on their strengths and deliver outstanding performance.

- Report and feedback on regional QA progress to CX Leadership and QA Leadership.

- Collaborate with internal and external CX Leads, ensuring they can successfully provide their reports with the necessary coaching and feedback.

- Analyze NPS data and perform deep-dives to identify issues and help develop impactful and measurable quality action plans.

- Create training materials and workshops to conduct them for regional audience.

- ParM QA: provide floor support to agents; deliver workshops at Partner sites; run QA calibrations with Partner QAS, Team Leads and TCs; deliver coaching sessions to Partner agents, QAS, TLs and TCs; organise coaching session shadowing.

Required Experience:

- Must speak/write fluently in English.

- Experience in inspiring and motivating others to improve their knowledge and performance.

- Highly-developed analytical and critical-thinking skills.

- Exceptional coaching abilities.

- Excellent written and verbal communication skills.

- Solid knowledge of Excel/Google Docs, Keynote.

Qualities:

- Open-minded, able to adapt to different cultural environments.

- Leads by example, has a passion for being the best.

- Able to see the big picture.

- Communicates effectively with multiple stakeholders.

- Strong analytical skills.

- Passionate about Airbnb.

Requirements:

- The candidate must be currently living in India.

- Flexible and able to travel to other offices and Partner sites in APAC when necessary.

Must Have:

- Perfect command in English (read and write)

- Understanding of users from APAC and North America

- Passionate

- Energetic

- Creative

- Kind and sociable

- Patient

- Strives for quality in everything they do

Would be Nice:

- Previous experience in Customer Service

- Previous experience in Quality Assurance in call centres

- Previous teaching/coaching experience

- Perfect command in English

- Second language

- Basic SQL knowledge (Airpal)

Salary offered: 6 - 9 LPA