Quality Analyst, Premium Support (German/English)

Join Airbnb as a Quality Analyst for Premium Support, ensuring high standards of luxury hospitality and personalized engagement. Monitor service quality, provide insights, and enhance customer experience in a full-time role based in Ireland. Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

• •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 interactions align 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 with Training, Delivery (Operations), and Business Process Improvement (BPI) teams to provide structured feedback for improvement.
• •Conduct one-on-one and group coaching sessions in English and/or German, reinforcing key premium service principles such as white-glove engagement, luxury service recovery, and anticipatory problem-solving.
• •Collaborate on training materials, premium-tier service guidelines, and best practices, ensuring that Premium Support Ambassadors are equipped with the necessary skills to deliver a world-class customer experience.
• •Lead and participate in calibration sessions with Partner Quality teams to drive consistent transaction monitoring and service delivery alignment.
• •Conduct spot checks of Quality Insights Analysts to maintain adherence 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 monitoring methods such as sentiment analysis insights, to improve Premium Support performance and customer satisfaction.
• •Develop proactive service solutions that anticipate customer needs, ensuring an effortless, world-class experience for high-value guests and hosts.
• •Work with Service Delivery teams to address escalated issues, dips in performance, and the rollout of new quality initiatives.

• •Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

• •Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands.
• •The base pay range shown below is annualized, is subject to change and may be modified in the future.
• •This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
• •Ireland Annual Pay Range €51.000 — €60.000 EUR.

• •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 interaction maintains brand trust, customer loyalty, and service excellence.