Quality Analyst, Premium Support

Responsibilities

• Conduct in-depth evaluations of Premium Support interactions in English and German across calls, emails, and chats
• Refine quality scorecard frameworks to improve personalization and first-contact resolution
• Provide data-driven insights and quality analytics to Premium Support Leadership
• Develop comprehensive reports highlighting service trends, performance gaps, and spend adherence
• Conduct one-on-one and group coaching sessions in English and German to reinforce luxury service principles
• Partner with Training and Operations teams to provide structured feedback for improvement
• Identify opportunities to refine workflows, ambassador scripts, and service content
• Strive for AI-driven quality monitoring methods such as sentiment analysis

Requirements

• 5+ years of experience in luxury hospitality, premium travel services, or concierge services
• Bilingual proficiency in German and English is required
• Extensive background in quality assurance or customer experience strategy
• Deep understanding of customer service metrics including NPS, CSAT, and sentiment analytics
• Proficiency in Observe AI, Asana, and Tableau
• Proficiency in Google Suite (Sheets, Slides, Docs)
• Strong analytical skills and ability to develop data-driven business cases

Preferred Qualifications

• Understanding of COPC
• Experience conducting ad-hoc NPS and CSAT detractor analysis reporting

About the Company

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.