Senior Quality Insights Manager, Outsourcing Quality

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Etsy

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

🛍️ eCommerce

🏪 Marketplace

🛒 Retail

💰 Post-IPO Equity on 2017-05

eCommerce • Marketplace • Retail

Etsy is the global marketplace for unique and creative goods. It connects creative entrepreneurs from nearly every country around the world with buyers shopping for something special. Etsy is committed to keeping commerce human by providing a platform for sellers of handmade, vintage, and craft items to reach a global audience. The company focuses on sustainability, diversity, equity, and inclusion, encouraging an environment where employees can thrive and make a meaningful impact. With flexible work modes and comprehensive benefits, Etsy continues to build and evolve tools and technologies that support its large community of entrepreneurs and buyers worldwide.

📋 Description

• Own the design and execution of Etsy’s Outsourcing Quality program • Measure and improve agent performance across buyer & seller support and policy enforcement • Shape how quality is defined, measured, and acted upon across a globally distributed outsourced workforce • Translate complex quality data into clear, actionable insights that influence decisions across Outsourcing Operations, Trust & Safety, Risk & Fraud, Customer Support, and other key partners • Drive large-scale, high-impact improvements by influencing decisions • Directly impact training effectiveness, cost efficiency, agent performance, and the overall Etsy customer experience • Help define and execute on “what great looks like” for the Outsourcing Quality team • Design and evolve advanced QA frameworks, evaluation methodologies, and governance models • Perform deep, hands-on analysis of QA data and agent interactions to uncover systemic issues • Produce high-quality analyses, insights, narratives, and recommendations that influence leadership • Create and refine fast, effective feedback loops between QA findings, agents, BPO partners, and Etsy internal teams

🎯 Requirements

• Bachelor’s degree in Business Administration, Operations Management, or a related field (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 • Significant experience working with outsourced partners (BPOs) at scale, with a strong understanding of the operational and cultural dynamics involved • Deep expertise in QA methodologies and rubric design, quality measurement design, and insights generation; you stay current on emerging trends and tools in the quality insights space. • Hands-on experience with AutoQA systems, stratified sampling strategies, and “golden set” models is strongly preferred • Proficiency in SQL and data visualization tools such as Looker or Tableau to extract actionable insights. • Analytical and systems-thinking skills, with the ability to connect quality signals to upstream and downstream business outcomes; experience working with Analytics teams in the past is a big plus! • Solid command 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 , and motivated to apply quality insights in service of that mission

🏖️ Benefits

• salary • equity package • annual performance bonus • competitive benefits that support you and your family