Etsy

4 weeks ago

Senior Quality Insights Manager, Outsourcing Quality

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Own the design and execution of an Outsourcing Quality program that measures and improves agent performance across buyer & seller support and policy enforcement. Translate complex QA data into actionable insights that shape decisions across Outsourcing Operations, Trust & Safety, Risk & Fraud, and Customer Support. Build QA frameworks, unified quality matrices, feedback loops, and quality monitoring tools—using analytics and technologies to drive training effectiveness, cost efficiency, and customer experience.

Location: India

Workplace: Remote

Employment Type: Full time

Job Function: Quality & Regulatory (Non-Software)

Seniority: Mid level

Key Responsibilities

•Own the long-term vision, strategy, and success metrics for Outsourcing Quality across outsourced support and enforcement programs.
•Design and evolve advanced QA frameworks, evaluation methodologies, and governance models, including rubric design and maintenance.
•Build and maintain a unified quality framework matrix aligning KPIs to business priorities and measuring agent performance and user impact.
•Perform hands-on analysis of QA data and agent interactions to identify systemic issues, emerging risks, and improvement opportunities.
•Create insights and recommendations that influence leadership and shape roadmap decisions across multiple teams, including feedback loops with QA findings, agents, and BPO partners; evaluate and optimize quality monitoring tools and technologies (including AI).

Travel: Low travel

Pay and Benefits

Equity and Bonus:Equity

Perks:EquityAnnual Bonus

Key Requirements

•5 to 7+ years in quality assurance, quality insights, or operational analytics within Trust & Safety, Risk & Fraud (or policy enforcement) or Customer Support.
•Significant experience working with outsourced partners (BPOs) at scale, understanding operational and cultural dynamics.
•Deep expertise in QA methodologies, rubric design, quality measurement design, and insights generation.
•Hands-on experience with AutoQA systems, stratified sampling strategies, and “golden set” models (strongly preferred).
•Proficiency in SQL and data visualization tools such as Looker or Tableau, plus foundational statistical concepts (sampling, confidence intervals, hypothesis testing).

Experience:OutsourcingBPOTrust & safetyRisk & fraudCustomer support

Education:Bachelor's in Business Administration, Operations Management, or related field

Skills:Analytical thinkingSystems thinkingCollaborationInfluencing across teamsStrategic problem-solving

Tech Stack:SQLLookerTableauAIAutoQAStratified sampling

Company Brief

Etsy

Operates a global online marketplace focused on handmade, vintage, and unique goods, connecting independent sellers with buyers and providing tools for listing, payment processing, shipping, and shop management.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Brooklyn, New York, United States

Founded: 2005

Glassdoor: 3.8

Website LinkedIn

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Etsy

4 weeks ago

Senior Quality Insights Manager, Outsourcing Quality

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Location: India

Workplace: Remote

Employment Type: Full time

Job Function: Quality & Regulatory (Non-Software)

Seniority: Mid level

Key Responsibilities

•Own the long-term vision, strategy, and success metrics for Outsourcing Quality across outsourced support and enforcement programs.
•Design and evolve advanced QA frameworks, evaluation methodologies, and governance models, including rubric design and maintenance.
•Build and maintain a unified quality framework matrix aligning KPIs to business priorities and measuring agent performance and user impact.
•Perform hands-on analysis of QA data and agent interactions to identify systemic issues, emerging risks, and improvement opportunities.
•Create insights and recommendations that influence leadership and shape roadmap decisions across multiple teams, including feedback loops with QA findings, agents, and BPO partners; evaluate and optimize quality monitoring tools and technologies (including AI).

Travel: Low travel

Pay and Benefits

Equity and Bonus:Equity

Perks:EquityAnnual Bonus

Key Requirements

•5 to 7+ years in quality assurance, quality insights, or operational analytics within Trust & Safety, Risk & Fraud (or policy enforcement) or Customer Support.
•Significant experience working with outsourced partners (BPOs) at scale, understanding operational and cultural dynamics.
•Deep expertise in QA methodologies, rubric design, quality measurement design, and insights generation.
•Hands-on experience with AutoQA systems, stratified sampling strategies, and “golden set” models (strongly preferred).
•Proficiency in SQL and data visualization tools such as Looker or Tableau, plus foundational statistical concepts (sampling, confidence intervals, hypothesis testing).

Experience:OutsourcingBPOTrust & safetyRisk & fraudCustomer support

Education:Bachelor's in Business Administration, Operations Management, or related field

Skills:Analytical thinkingSystems thinkingCollaborationInfluencing across teamsStrategic problem-solving

Tech Stack:SQLLookerTableauAIAutoQAStratified sampling

Company Brief

Etsy

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Brooklyn, New York, United States

Founded: 2005

Glassdoor: 3.8

Website LinkedIn