Quality Analyst, Premium Support

at Airbnb

📍 Ireland

EUR 51,000-60,000 per year

MIDDLE

✅ On-site

Tech Stack
Tag name is followed by "@" symbol and proficiency level value. About proficiency levels:

1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;

3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;

7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;

10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.

AI @ 5 Communication @ 8 Customer Support Project Management @ 5 Reporting @ 5 Tableau @ 5

Conduct in-depth evaluations of Premium Support interactions in English and/or German (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 interactionsalign with Premium Support Principles, exceed the expectations of high-net-worth clients, and reflect luxury concierge service standards.

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.

Partner withTraining, Delivery (Operations), and Business Process Improvement (BPI) teams to providestructured feedback for improvement**.**
Conduct one-on-one and group coaching sessions inEnglish and/or German**,** reinforcing key premium service principles such as white-glove engagement, luxury service recovery, and anticipatory problem-solving.
Collaborate ontraining materials, premium-tier service guidelines, and best practices**,** ensuring that Premium Support Ambassadors are equipped with the necessary skills to deliver aworld-class customer experience.
Lead and participate incalibration sessions with Partner Quality teams to drive consistent transaction monitoring and service delivery alignment**.**
Conduct spot checks of Quality Insights Analyststo maintainadherence to quality standards and service excellence.

Identify opportunities to refine workflows, ambassador scripts, and service content for the seamless delivery of a Premium Support service.
Strive for AI-driven quality monitoringmethods such as sentiment analysis insights,to improvePremium Support performance and customer satisfaction.
Develop proactive service solutionsthat anticipate customer needs**,** ensuring aneffortless**,** world-class experience for high-value guests and hosts.
Work with Service Delivery teams toaddress escalated issues, dips in performance, and the rollout of new quality initiatives.

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 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.

Ability to evaluate service interactions in both English and German, 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 German and English, with the capability to mentor frontline teams in delivering high-touch customer experiences.
Proficiency in quality monitoring tools (Observe AI), project management tools (Asana), and advanced reporting dashboards (Tableau).
Understanding of COPC preferred.
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 interactionmaintains brand trust, customer loyalty, and service excellence.