Senior Quality Insights Manager, Outsourcing Quality

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership of the design and implementation of Etsy’s Outsourcing Quality program.

• Assess and enhance agent performance in buyer & seller support and policy enforcement.

• Define, measure, and implement quality standards across a globally dispersed outsourced workforce.

• Convert complex quality data into straightforward, actionable insights that guide decisions within Outsourcing Operations, Trust & Safety, Risk & Fraud, Customer Support, and other vital partners.

• Propel large-scale, impactful enhancements by influencing key decisions.

• Directly influence training efficiency, cost-effectiveness, agent performance, and the overall Etsy customer experience.

• Assist in defining and executing what exemplary performance looks like for the Outsourcing Quality team.

• Develop and refine advanced QA frameworks, evaluation methodologies, and governance models.

• Conduct thorough, hands-on analysis of QA data and agent interactions to identify systemic issues.

• Deliver high-quality analyses, insights, narratives, and recommendations that impact leadership decisions.

• Establish and enhance rapid, effective feedback loops among QA findings, agents, BPO partners, and Etsy internal teams.

⛳️ Requirements

• A Bachelor’s degree in Business Administration, Operations Management, or a related field is preferred.

• 5 to 7+ years of experience in quality assurance, quality insights, or operational analytics within Trust & Safety, Risk & Fraud (or policy enforcement environments), or Customer Support.

• Extensive experience collaborating with outsourced partners (BPOs) at scale, with a solid understanding of the operational and cultural dynamics involved.

• Profound knowledge in QA methodologies, rubric design, quality measurement design, and insights generation; staying up-to-date with emerging trends and tools in the quality insights domain.

• Preferably, hands-on experience with AutoQA systems, stratified sampling strategies, and “golden set” models.

• Proficiency in SQL and data visualization tools such as Looker or Tableau to derive actionable insights.

• Strong analytical and systems-thinking skills, with the capability to link quality signals to upstream and downstream business outcomes; experience collaborating with Analytics teams is a significant advantage!

• Solid understanding of foundational statistical concepts (i.e., random sampling methodologies, confidence intervals, hypothesis testing, etc.).

• Highly collaborative, with the ability to influence across functions and teams without formal authority.

• Deeply aligned with Etsy’s mission to “keep commerce human” and our guiding principles, driven to apply quality insights in support of that mission.

🏝️ Benefits

• Salary

• Equity package

• Annual performance bonus

• Competitive benefits that support you and your family