Quality Insights Analyst, Premium Support

Quality Insights Analyst, Premium Support 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. Quality Insights Analyst, Premium Support The Community You Will Join 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. The Difference You Will Make 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 Spanish (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. Ensure that all Premium Support interactions align with Premium Support Principles, exceed the expectations of high‑net‑worth clients, and reflect luxury concierge service standards. Insights & Strategic Quality Improvement Provide data‑driven insights and quality analytics to Premium Support Leadership, helping to optimize performance and operational effectiveness. Develop comprehensive reports that highlight emerging service trends, performance gaps, spend adherence and opportunities for targeted analysis. Analyze, report and present transaction monitoring findings to inform Service Delivery on how transactions are being processed, in an effort to enhance customer experience while maintaining financial prudence. Support the enhancement of policies, processes, and workflow enhancements by providing real‑time feedback and actionable recommendations to improve Premium Support outcomes. 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 Spanish, 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. Process Optimization & Innovation Identify opportunities to refine workflows, ambassador scripts, and service content for the seamless delivery of a Premium Support service. Strive for AI‑driven quality monitoring methods such as sentiment analysis insights, to improve Premium Support performance and customer satisfaction. Develop proactive service solutions that anticipate customer needs, ensuring an effortless, world‑class experience for high‑value guests and hosts. Work with Service Delivery teams to address escalated issues, dips in performance, and the rollout of new quality initiatives. Your Expertise Experience & Industry Knowledge 5+ years of experience in luxury hospitality, five‑star resorts, premium travel services, high‑net‑worth client support, or concierge services. Bilingual proficiency in Spanish and English is required. Extensive background in quality assurance, customer experience strategy, or service training within a premium service environment. Proven ability to assess, analyze, and enhance service quality in a high‑paced, high‑expectation customer support setting. Deep understanding of customer service metrics, including NPS, CSAT, and customer sentiment analytics. Skills & Core Competencies Ability to evaluate service interactions in both English and Spanish 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. Expertise in white‑glove service methodologies, focusing on personalized engagement and anticipatory service. Strong analytical skills with a data‑driven approach to quality evaluation, performance measurement, and operational enhancement. Exceptional communication and coaching abilities in Spanish and English, with the capability to mentor frontline teams in delivering high‑touch customer experiences. Proficiency in quality monitoring tools (NICE/QC), project management tools (Asana), and advanced reporting dashboards (Tableau). Proficiency in Google Suite (Sheets, Slides, Docs) required. Experience conducting ad‑hoc NPS and CSAT detractor analysis reporting, as well as case reviews and in‑depth case handling studies. A customer‑first mindset, ensuring that every Premium Support interaction maintains brand trust, customer loyalty, and service excellence. Mindset & Approach Passion for luxury service excellence and continuous quality improvement. Commitment to discretion, personalization, and proactive engagement. Strong attention to detail, with a focus on elevating service standards. Your Location: Due to the nature of this position, the successful applicant will need to be based in Canada/Ireland to be able to conduct their work. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from. 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: . 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. How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. #J-18808-Ljbffr