Quality Assurance & Standards Manager

Remote · Bangalore · USD 156,000-195,000 · 8+ years experience · Remote · Posted Oct 6, 2026

At a glance

The Senior Program Manager, Quality Assurance & Standards will build and own FSD's quality program, creating a measurement system that tracks decision accuracy and identifies quality breakdowns.
This role sets consistent standards, implements a two-layer quality model measuring workflow adherence and enforcement decision accuracy, and drives objective centralized governance across domains and sites.

Own the quality program end to end, including quality delivery through partner sites.
Set the strategy and operating rhythm for how the quality program delivers against FSD's roadmap and goals.
Design a two-layer quality model that measures both workflow adherence and the accuracy of the enforcement decision.
Establish how we determine the correct outcome for judgment-based decisions, through expert review panels, blind double-review, and a library of benchmark cases.
Build a severity-weighted error taxonomy and a risk-weighted sampling methodology that holds up under scrutiny.
Author the quality guidelines and publish the performance bars, thresholds, and escalation paths the organization holds itself to.
Run a calibration program across internal teams and partner sites, and keep standards current as policy, product, and workflow evolve.
Deliver quality reviews across FSD, internal and partner-delivered, on a consistent methodology and cadence.
Own User Acceptance Testing (UAT) for new launches, ensuring no change scales to the global operation before it meets a quality bar.
Diagnose the root causes behind reversed decisions and report the distribution of drivers, not only the overturn rate.

8+ years of experience in quality assurance, operations, risk, audit, or program management within a high-volume, high-stakes decisioning environment.
Proven experience driving quality delivery through partner or vendor teams you don't directly manage.
Proven experience building a quality program from scratch, not just running one, including designing sampling methodology, scorecards, error taxonomies, calibration processes, and governance from a blank page.
Demonstrated experience measuring quality in subjective, judgment-based work.
Strong grasp of measurement rigor, understanding sampling design, statistical significance, and inter-rater reliability.
Strong data literacy to pull and interrogate your own data, work fluently with analytics partners, and build reporting that diagnoses rather than describes.
Exceptional writing skills to ensure guidelines are clear enough for reviewers across regions and partner sites to reach the same conclusion.
Strong cross-functional influence skills to collaborate with teams on workflows, policies, or models producing wrong outcomes.

Position is US - Remote Eligible.
Role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager.