Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Difference You Will Make:
As the Quality Insights Analyst for Premium Support, you will play a critical role in elevating service excellence by ensuring that every customer interaction meets the highest standards of
luxury hospitality, personalized engagement, and swift/seamless issue resolution. You will be responsible for monitoring service quality, evaluating performance, and conducting transaction monitoring and root cause analysis (RCA) to identify opportunities for continuous improvement to enhance the effectiveness of our Premium Support Ambassadors.
Your insights will drive targeted coaching, strategic decision-making, and operational enhancements, directly influencing the customer experience and brand perception. You will work closely with Premium Support Leadership, collaborating with the Premium Support Program Manager to refine quality frameworks, transaction trends, service recovery models, and concierge-style engagement strategies. Your contributions will be essential in maintaining customer trust, loyalty, and Airbnb’s reputation for high-touch, effortless support.
A Typical Day:
Quality Assurance & Service Monitoring
- Conduct in-depth evaluations of Premium Support interactions in English and/or French (calls, emails, chats and transactions) to ensure strict adherence to premium-tier service standards and spend adherence policies.
- Refine and enhance quality scorecard frameworks based on emerging trends and insights to improve personalization, emotional intelligence, and first-contact resolution.
- Identify service gaps and areas for improvement, ensuring a seamless, proactive and anticipatory support experience for premium guests and hosts.
Insights & Strategic Quality Improvement
- Develop comprehensive reports that highlight emerging service trends, performance gaps, spend adherence and opportunities for targeted analysis.
- Design, implement and report on deep dive projects that help drive enhancements to service delivery.
Coaching & Development
- Partner with Training, Delivery (Operations), and Business Process Improvement (BPI) teams to provide structured feedback for improvement.
- Conduct one-on-one and group coaching sessions in English and/or French, reinforcing key premium service principles such as white-glove engagement, luxury service recovery, and anticipatory problem-solving.
- Collaborate on training materials, premium-tier service guidelines, and best practices, ensuring that Premium Support Ambassadors are equipped with the necessary skills to deliver a world-class customer experience.
- Lead and participate in calibration sessions with Partner Quality teams to drive consistent transaction monitoring and service delivery alignment.
- Conduct spot checks of Quality Insights Analysts to maintain adherence to quality standards and service excellence.
Your Expertise:
- 5+ years of experience in hospitality, five-star resorts, premium travel services, high-net-worth client support, or concierge services.
- Bilingual proficiency in French and English is highly preferred.
- Extensive background in quality assurance, customer experience strategy, or service training within a premium service environment.
- Deep understanding of customer service metrics, including NPS, CSAT, and customer sentiment analytics.
- Ability to evaluate service interactions in both English and French, ensuring consistency in quality and adherence to premium service principles.
- Ability to develop business cases, action plans, and data-driven reports to present to stakeholders at all levels.
- Objectively analyze performance and provide confidential, constructive feedback, adjusting the approach to different audiences.
- Proficiency in quality monitoring tools (NICE/QC), project management tools (Asana), and advanced reporting dashboards (Tableau).
- Proficiency in Google Suite (Sheets, Slides, Docs) required.
- Strong attention to detail, with a focus on elevating service standards.
Your Location:
This position is in Montreal - Remote Eligible.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
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