Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal.
Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company.
The Quality Insights Analyst (QIA) will support the day-to-day activities of the internal / partner sites for Japanese market in APAC.
The QIA will lead by example and set the high bar and standard for Quality across Volume and supported tiers in the Japan market team and wider Community Support (CS) organization.
This Analyst will report to the APAC Quality Manager and will handle all things quality for the internal / partner Japanese market support teams in APAC.
The main task will be to support various site (internal / partner) Support Ambassadors and drive Quality initiatives for continuous improvement.
The business case development and reporting of evaluations and root cause analysis data will be the responsibility of this Analyst along with making sure all assigned duties are completed by the deadline.
The QIA will also be responsible for the collaboration across other CS teams as the Quality representative.
This role will act as an Ambassador of our brand and set the high bar for customer service standards.
Complete evaluations and root cause analysis in line with agreed targets
Provide day to day support of the in-region Quality program and global as necessary
Analyze, report and present findings from Quality evaluations to inform the CS organization of how quality is being delivered on a program, region, or site level
Design and lead deep dive projects for the in-region QIA teams to complete to help drive service improvements and manage through to dive completion
Complete QI and ad hoc after-action reviews
Leverage evaluation insights to help drive customer service improvements through the development of targeted continuous improvement initiatives
Participate and lead in region calibration sessions with Internal and Partner teams to drive consistent evaluations and root cause analysis across the network, measure and drive adherence to our standards
Observe and provide feedback on coaching effectiveness to Team Leads to help drive a coaching culture at Airbnb
Coach CS Support Ambassadors to the standards set by the Quality program
Represent Quality in region to other CS teams like OCM, Business Process Improvement (BPI) and Training as well as provide support for projects
Collect, analyze and make recommendations to drive positive change from the Support Ambassadors roundtables
Demonstrate mastery of CS policies, procedures, and workflows
Provide recommendations on action plans to help drive improvement based on QA dashboard results
Work with the Operations / Delivery teams in the region to address escalated issues, dips in performance and the roll-out of new Quality initiatives to drive performance
Pursuing Excellence ; setting the highest standards for the quality of work produced while holding yourself and others accountable
Collaborative ; skilled working with cross-functional peers / teams
Presenting and Influencing ; ability to develop action plans, business cases and data driven reporting that you would present to all levels of the organization
Coaching ; You objectively analyze performance and provide regular feedback. You modify your approach to suit your audience.
Ability to maintain high levels of confidentiality while providing analysis and coaching.Maintain high levels of confidentiality while performing analysis and coaching
Solving Problems ; You quickly identify root causes as well as subtle, hidden issues. You use logic to propose effective solutions to a variety of problems.
You dig deeper and utilize all available resources to reach the best possible solution
Managing Time Efficiently ; You prioritize correctly, focusing your efforts on the things that are most important. You stay organized to ensure successful multitasking
Minimum 2 years of contact center customer service experience
Experience using NICE Quality Central software or other similar systems
Customer Service Quality Assurance experience
Excellent written and oral communication in both English and Japanese (N1) given the market focus
Working knowledge of contact center end-to-end processes
Working knowledge of customer service assessment tools, Net Promoter System
Working knowledge of Google suite, including sheets
Ability to obtain COPC certification
Bachelor’s degree in a relevant field
Willingness to travel up to 40% of the time (if travel is permitted in your location)