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Quality Analyst, Premium Support – German/English
AirbnbQuality Analyst for Airbnb's Premium Support focused on evaluating service quality and luxury hospitality standards. Collaborates with leadership to enhance customer experience and service effectiveness.
About the role
Key responsibilities & impact- Conduct in-depth evaluations of Premium Support interactions in English and/or German to ensure strict adherence to premium-tier service standards.
- Refine and enhance quality scorecard frameworks based on emerging trends and insights.
- 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 interactions align with Premium Support Principles, exceed expectations of high-net-worth clients, and reflect luxury concierge service standards.
- Provide data-driven insights and quality analytics to Premium Support Leadership to help optimize performance.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- Bonuses
- Employee Travel Credits
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Quality Scorecard FrameworksService Quality AssessmentData-Driven InsightsCustomer Sentiment AnalyticsNPSCSAT
Soft Skills
Analytical SkillsProactive Problem SolvingAttention To Detail