Airbnb

5,001-10,000 employees
133 jobs posted

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Quality Analyst, Premium Support (German/English)

Added

15 days ago

Location

🌍 Europe

Type

Full time

Salary

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Related skills

data analytics tableau asana google workspace

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📋 Description

Monitor Premium Support interactions in English and German to ensure luxury service.
Evaluate performance and conduct RCA to identify improvement opportunities.
Drive coaching insights and refine quality frameworks for better engagement.
Produce data-driven reports on trends, gaps, and adherence.
Partner with Premium Support Leadership to align on quality principles.
Lead deep-dive projects to enhance service delivery.

🎯 Requirements

5+ years in luxury hospitality, premium travel services, or concierge support.
Bilingual in German and English is required.
Extensive background in QA, CX strategy, or premium service training.
Strong ability to analyze data and provide actionable feedback.
Proficiency with quality tools (NICE/QC) and dashboards (Tableau).
Proficiency with Google Suite (Sheets, Slides, Docs).

🎁 Benefits

Remote role with flexible options in Europe.
Competitive benefits package.
Employee Travel Credits and other perks.
Inclusive culture and career growth.

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