Remark

• Global and in-region travel of up to 30% required

Job Summary

Airbnb is one of the world’s largest marketplaces for unique, authentic places to stay and things to do, offering over 7 million accommodations and 40,000 handcrafted activities, all powered by local hosts. An economic empowerment engine, Airbnb has helped millions of hospitality entrepreneurs monetize their spaces and their passions while keeping the financial benefits of tourism in their own communities. With more than half a billion guest arrivals to date, and accessible in 62 languages across 191 countries and regions, Airbnb promotes people-to-people connection, community and trust around the world.

About Airbnb China

As an independent business unit, China is one of the major engines behind Airbnb's global growth. The company has increased its investment in China and experienced rapid growth since officially entering the market at the end of 2015. Airbnb continues to  focus on product localization and innovation to better serve local users and enhance the user experience, nurture a trusting local community, and engage Chinese Millennial travelers with inspiring brand moments. As one of the leaders in the home sharing industry, Airbnb works with partners across many fields to actively promote the sustainable development of this emerging industry and achieve win-win results for everyone. Airbnb will continue to build an efficient local team, bringing the end-to-end, authentic travel experience to Chinese travelers, and creating a world where "anyone can belong anywhere".

Our Community Support Team is growing and we want you to be part of it!

The Community Support China Quality Manager is responsible for the day to day execution and management of the global Quality program in China (onshore and offshore). This role will report directly to the APAC Regional Quality Manager. The China Quality Manager will execute on the designed quality strategy and help implement a world-class quality framework that will drive consistency in the community support experience we deliver across the globe.

The China Quality Manager will provide in-region management to QI Partner Lead and Quality Insights Analysts in their region. They will manage the execution of the global Quality program within China (onshore and offshore) at both partner and internal sites, in cooperation with the China Lead reporting to them. They will be responsible for driving China performance through Quality initiatives. This will range from helping to develop site-specific action plans to help drive up NPS, to new site launches and specific development of Quality projects for each site to drive crewbie performance. 

The China Quality Manager will also help support China Partner Management and internal Ops leadership, by providing in-region support  for escalated issues beyond the scope of the Ops and Partner Quality Leads. 

 

Responsibilities

• Execute and help drive the Airbnb global quality strategy and implementation framework within the established region.
• Leverage market knowledge to ensure China Quality program is developed for China specific market sensitivities. 
• Support in-region implementation of the necessary Quality processes, support structure and quality metrics in line with Industry best-practices (e.g. COPC) that drive performance.
• Provide in-region Quality representation to other shared services teams ensuring quality is an integral part of the continuous improvement framework in CS Operations.
• Set the high bar standard in-region to help develop a culture where quality is a core principle of CS operations and is advocated by all.
• Provide in-region reporting on quality program status, performance, hiring, onboarding and outcomes to the APAC Regional Quality Manager on a regular basis.
• Develop a fully trained, high performing, motivated and empowered in region Quality  team. 
• Ensure the proper Quality team support of the in-region launch of a new service Partner.
• Work with Partner Management teams in-region to address escalated issues, dips in performance and the rollout of new Quality initiatives to drive performance. 

Requirements

• Minimum of 5 years’ experience in contact center quality assurance in a large organization (preferably geographically diverse or global) and ideally, COPC certified
• 3+ years in a QA leadership position with a track record of successful delivery
• A working understanding of end-to-end processes within customer service operations
• Comfortable working in a multi-site contact center environment with a mix of internal/in-source and outsource contact centers (onshore and offshore China) 
• The ability to deliver and report on robust Quality initiatives with clear priorities and objectives for the future 
• Ability to drive improvement projects with proven results 
• Excellent written, verbal communication and organizational skills 
• Must speak fluent Mandarin and English 
• A mastery of Excel, Confluence, Tableau and Medallia preferred
• Deep working knowledge of all QA tools, terminology and COPC process
• Bachelor’s degree or above required

 

Airbnb爱彼迎公司简介 

爱彼迎是全球领先的特色住宿和体验项目预订平台，提供700多万个独具当地特色的住宿选择和4万项精心策划的体验活动，均由当地房东和体验达人倾力打造。作为赋能经济发展的引擎之一，爱彼迎正在帮助数以百万计的旅游服务创业者将房源和爱好转化为收入，也让当地社区享受到了旅游业带来的经济效益。迄今为止，爱彼迎已接待超过5亿人次房客，在全球191个国家和地区提供62种语言服务。爱彼迎致力于在全球范围内促进人与人之间的交流和信任，打造充满人情味的社区。

爱彼迎中国简介

作为一个独立的业务部门，中国是Airbnb爱彼迎全球增长的重要引擎之一。自2015年底正式进入中国起，爱彼迎在中国市场不断加大投入，实现了持续快速增长。爱彼迎将持续升级本土产品，打造创新的品牌活动，提升用户体验，构建有凝聚力的社区。作为共享住宿行业的领军者之一，爱彼迎还携手各方，积极推动这一新兴行业的可持续发展，实现多方共赢。我们将继续打造高效的本土团队，将原汁原味的旅行体验带给中国旅行者，创造“家在四方”的归属感，重新定义旅行。

社区支持中国质量经理负责中国用户服务质量计划的日常执行和管理。该角色将直接向亚太地区质量经理报告。中国质量经理将执行设计的质量战略，并
帮助亚太地区服务质量经理建设世界一流的质量框架，以推动我们在全球范围内提供的社区支持体验的一致性。

中国质量经理将直接管理中国区服务质量团队。他们将负责通过质量计划来推动中国用户服务满意度的表现。从帮助制定特定于站点的行动计划以帮助提
高NPS，包含新站点的启动以及针对每个现有站点的服务质量项目的特定开发以提高整体人员的绩效。

中国质量经理还将通过为超出运营和合作伙伴质量负责人范围的升级问题提供区域支持，以帮助支持中国合作伙伴管理和内部运营领导。

工作职责

• 在既定区域内执行并帮助推动Airbnb全球质量战略和实施框架
• 利用市场知识，以确保针对中国特定的市场敏感性制定“中国质量计划”
• 支持必要的质量流程，设定标准和实施，以确保绩效的实用性（例如COPC）
• 向其他共享服务团队提供区域质量标准，以确保质量是CS运营持续改进框架的组成部分
• 在区域内设置高标准的框架，以帮助发展以质量为核心原则的文化，并推行下去
• 定期向APAC区域质量经理提供有关质量计划，绩效，招聘，入职和成果的报告
• 确保适当的质量团队支持在区域内启动新的服务合作伙伴
• 与区域内的合作伙伴管理团队合作，及时高效的解决问题，针对绩效不达标的人员提出改善方案

岗位要求

• 统招本科及以上学历
• 具备5年及以上在大型的客服中心服务质量管理领域的经验
• 具备COPC认证
• 拥有3年以上服务质量团队管理经验，并拥有成功交付的记录
• 对客户服务运营中的端到端流程有深入的了解
• 具有针对事情优先级规划能力，目标明确，服务质量计划的交付能力
• 能够以可靠的结果推动改进项目
• 出色的书面，口头沟通和组织能力
• 必须精通普通话和英语
• 精通Excel，Confluence，Tableau和Medallia为佳
• 深入了解所有质量检查工具，术语和COPC流程