Airbnb

2 weeks ago

Quality Analyst, Premium Support (German/English)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Monitor and evaluate Premium Support interactions in English and/or German to ensure luxury, concierge-style service standards and spend adherence. Use quality scorecards, transaction monitoring, and root-cause analysis to uncover service gaps and drive continuous improvements. Provide data-driven insights and reporting to Premium Support leadership, and deliver coaching and calibration with partner quality teams. Partner across training, operations, and process improvement to refine policies, workflows, and innovative (including AI-driven) quality monitoring methods.

Location: Ireland

Workplace: Remote

Employment Type: Full time

Job Function: Quality & Regulatory (Non-Software)

Seniority: Mid level

Key Responsibilities

•Conduct in-depth evaluations of Premium Support interactions (calls, emails, chats, transactions) in English and/or German to ensure premium-tier service standards and spend adherence.
•Refine quality scorecard frameworks and identify service gaps to improve personalization, emotional intelligence, and first-contact resolution.
•Provide data-driven insights and quality analytics to Premium Support leadership, including transaction monitoring findings and root cause analysis (RCA).
•Develop and deliver reports highlighting emerging service trends, performance gaps, and opportunities for targeted analysis.
•Partner with training, operations, and business process improvement teams to run coaching sessions, calibration with partner quality teams, and spot checks to maintain quality standards.

Pay and Benefits

Salary: EUR 51,000 - 60,000 annually

Equity and Bonus:Equity

Key Requirements

•5+ years of experience in luxury hospitality, five-star resorts, premium travel services, high-net-worth client support, or concierge services.
•Bilingual proficiency in German and English is required.
•Extensive background in quality assurance, customer experience strategy, or service training in a premium service environment.
•Deep understanding of customer service metrics including NPS, CSAT, and customer sentiment analytics.
•Proficiency with quality monitoring tools (NICE/QC), project management tools (Asana), advanced reporting dashboards (Tableau), and Google Suite (Sheets, Slides, Docs).

Experience:5+ yearsLuxury hospitalityFive-star resortsPremium travelHigh-net-worth supportConcierge services

Skills:CommunicationCoachingAnalytical skillsAttention to detailCustomer-first mindset

Languages:GermanEnglish

Tech Stack:GermanEnglishNICE/QCAsanaTableauGoogle SuiteSheetsSlidesDocsSentiment analysisAI-driven quality monitoring

Company Brief

Airbnb

Online marketplace that connects travelers with hosts offering short-term lodging, experiences, and long-term stays. Facilitates booking, payments, and reviews while providing tools for hosts to manage listings globally.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn

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Airbnb

2 weeks ago

Quality Analyst, Premium Support (German/English)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Ireland

Workplace: Remote

Employment Type: Full time

Job Function: Quality & Regulatory (Non-Software)

Seniority: Mid level

Key Responsibilities

•Conduct in-depth evaluations of Premium Support interactions (calls, emails, chats, transactions) in English and/or German to ensure premium-tier service standards and spend adherence.
•Refine quality scorecard frameworks and identify service gaps to improve personalization, emotional intelligence, and first-contact resolution.
•Provide data-driven insights and quality analytics to Premium Support leadership, including transaction monitoring findings and root cause analysis (RCA).
•Develop and deliver reports highlighting emerging service trends, performance gaps, and opportunities for targeted analysis.
•Partner with training, operations, and business process improvement teams to run coaching sessions, calibration with partner quality teams, and spot checks to maintain quality standards.

Pay and Benefits

Salary: EUR 51,000 - 60,000 annually

Equity and Bonus:Equity

Key Requirements

•5+ years of experience in luxury hospitality, five-star resorts, premium travel services, high-net-worth client support, or concierge services.
•Bilingual proficiency in German and English is required.
•Extensive background in quality assurance, customer experience strategy, or service training in a premium service environment.
•Deep understanding of customer service metrics including NPS, CSAT, and customer sentiment analytics.
•Proficiency with quality monitoring tools (NICE/QC), project management tools (Asana), advanced reporting dashboards (Tableau), and Google Suite (Sheets, Slides, Docs).

Experience:5+ yearsLuxury hospitalityFive-star resortsPremium travelHigh-net-worth supportConcierge services

Skills:CommunicationCoachingAnalytical skillsAttention to detailCustomer-first mindset

Languages:GermanEnglish

Tech Stack:GermanEnglishNICE/QCAsanaTableauGoogle SuiteSheetsSlidesDocsSentiment analysisAI-driven quality monitoring

Company Brief

Airbnb

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn