Senior Quality Insights Analyst

The Community You Will Join:

Set up in 2017 in Gurgaon, Airbnb Capability Center was established to service the global Airbnb community. We are a fast-growing, up-and-coming office and home to the most hospitable people you will ever meet! Our small and extremely capable team of Gurgaon-based colleagues strive to make the impossible happen for our inbound and outbound traveler's within this big and diverse market. ACC is providing varied services under Community Support thereby providing world-class customer experience to our customers. Besides this, ACC is also building deep capabilities for different verticals like Finance Technology Group, Finance Shared Services, Analytics etc.

The Difference You Will Make:

As a Senior Quality Analyst, you will champion operational excellence and drive innovative solutions across the HotelTonight integration and support processes. Leveraging your technical acumen and quality expertise, you’ll ensure seamless API integrations, lead continuous improvement initiatives, and foster a culture of data-driven decision-making and innovation. Your work will enhance partner and customer experiences, shape best practices, and elevate Airbnb’s standards of quality.

A Typical Day:

You’ll collaborate across teams to monitor, assess, and improve operational workflows. By applying advanced quality methodologies and technical troubleshooting skills, you will identify root causes, design robust solutions, and introduce automation to enhance both quality and efficiency. You’ll play a key role in mentoring others, implementing strategic process improvements, and leveraging AI to future-proof operations.

Key responsibilities

Quality & Technical Subject Matter Expert :

• Act as the quality and technical liaison for hotels and partners integrating with Airbnb/HotelTonight via PMS, CMS, or Channel Managers.
• Provide expert troubleshooting and guidance on API integration, XML data exchange, eligibility, and performance, ensuring smooth onboarding and ongoing operations.
• Lead investigations into connectivity and operational issues, using tools like Sumo Logic, Snowflake, and advanced analytics platforms.
• Develop and maintain quality standards, procedures, and documentation for operational excellence and compliance.

Continuous Improvement & Innovation

• Drive continuous improvement initiatives using Lean, Six Sigma, or similar methodologies to optimize workflows and reduce defects.
• Analyze data to identify trends, root causes, and opportunities for enhancing quality and efficiency.
• Champion the adoption of AI-driven tools and automation to streamline onboarding, data management, and service delivery.
• Introduce innovative solutions to complex business and technical challenges, fostering a culture of experimentation and learning.

Quality Assurance & Data-Driven Insights

• Develop, monitor, and present data-driven insights, reports, and dashboards to drive informed decision-making and action planning.
• Ensure quality KPIs and SLAs are met or exceeded, facilitating corrective and preventive action when needed.
• Conduct audits and deep-dives to validate process adherence and effectiveness.

Cross-Functional Collaboration & Change Management

• Collaborate with Product, Engineering and other teams to resolve multi-faceted issues and drive strategic quality initiatives.
• Support organizational transformation by advocating and implementing new quality technologies, tools, and best practices.

Mentorship & Team Development

• Mentor and coach team members on quality concepts, technical troubleshooting, and the use of innovative tools—including AI and automation.
• Foster a high-performing, inclusive, and collaborative team culture.

Your Expertise:

• Bachelor’s degree in a relevant field or equivalent experience 
• 3+ years progressive experience in Quality Assurance, Operations, or related fields, with a strong technical background.
• Experience with API integrations, XML, SQL, Python, and workflow automation tools.
• Working knowledge of technical monitoring platforms (Sumo Logic, Snowflake, or similar).
• Demonstrated expertise in quality methodologies (Lean, Six Sigma, TQM, etc.), process improvement, and root cause analysis.
• Proven success in leveraging AI, data analytics, and automation to optimize business processes.
• Advanced understanding of hospitality industry processes, especially HotelTonight and Airbnb workflows.
• Strong analytical, conceptual, and problem-solving skills—anticipating trends and influencing strategic decisions.
• Excellent communication, organizational, and leadership abilities.
• Commitment to continuous improvement, innovation, and inclusive team behaviors.
• Agile, proactive, and resilient mindset; skilled at navigating ambiguity and change.

Our Commitment To Inclusion & Belonging:

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.