Quality Assurance & Standards Manager

Details

Airbnb's Fraud & Safety Delivery (FSD) organization investigates and enforces fraud and safety cases across the full user lifecycle. The Scaled Services team owns foundational capabilities including quality measurement, tools, data usage, and operational launches.

This role will build and lead FSD's quality program, creating a measurement system that evaluates decision accuracy, identifies quality breakdowns, and drives improvements. The role reports to the Senior Manager, Scaled Services.

Responsibilities

Set the Direction for Quality

• Own the quality program end to end, including quality delivery through partner sites.
• Set the strategy and operating rhythm for the quality program in alignment with FSD's roadmap and goals.
• Represent quality in FSD leadership forums and build credibility with the teams being measured.

Build the Quality Framework and Standards

• Design a two-layer quality model measuring workflow adherence and enforcement decision accuracy.
• Establish correct outcomes for judgment-based decisions through expert review panels, blind double-review, and benchmark case libraries.
• Build a severity-weighted error taxonomy and risk-weighted sampling methodology.
• Author quality guidelines and publish performance bars, thresholds, and escalation paths.
• Run calibration programs across internal teams and partner sites.
• Keep standards current as policies, products, and workflows evolve.

Run the Quality Operation

• Deliver quality reviews across internal and partner-delivered FSD operations using a consistent methodology and cadence.
• Own User Acceptance Testing (UAT) for new launches and ensure changes meet the required quality bar before global deployment.
• Diagnose root causes behind reversed decisions and report the distribution of drivers, not only overturn rates.
• Produce diagnostic quality reporting for leadership and cross-functional partners.

Extend Quality to AI and Close the Loop

• Extend quality measurement to model- and AI-agent-made decisions.
• Define the accuracy standard required before a decision can be automated.
• Partner with Product, Engineering, and Data Science to feed labeled quality data into detection models and automated decisioning.
• Trace quality findings to workflow, policy, tooling, or training sources and drive corrective actions with the responsible teams.
• Improve decision accuracy without adding handling time or review layers to operations.

Requirements

• 8+ years of experience in quality assurance, operations, risk, audit, or program management within a high-volume, high-stakes decisioning environment.
• Experience driving quality delivery through partner or vendor teams without direct management responsibility.
• Experience building a quality program from scratch, including sampling methodologies, scorecards, error taxonomies, calibration processes, and governance.
• Experience measuring quality in subjective, judgment-based work. Relevant fields include fraud and financial crime, content moderation, claims review, credit decisioning, regulatory compliance, and trust and safety.
• Strong understanding of sampling design, statistical significance, and inter-rater reliability.
• Strong data literacy, including the ability to pull and interrogate data, work with analytics partners, and build diagnostic reporting.
• Exceptional writing skills for creating clear guidelines used consistently across regions and partner sites.
• Strong cross-functional influence and communication skills.
• Experience evaluating model or AI-assisted decision quality is a plus.
• Experience in Trust, Fraud, or Safety is a plus.

Benefits

The role may be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits. Airbnb is committed to reasonable accommodations throughout the recruitment process.

The India annual pay range is ₹3,850,000–₹5,500,000 INR, inclusive of allowances and subject to change.