Outsourcing Quality Insights Manager

Etsy; New York (NY); Hybrid; USD 109,000 - 147,000; Full time

Benefits offered by this job

Equity package

Annual performance bonus

Competitive benefits

Job summary

Etsy is hiring a Quality Insights Manager to own the Outsourcing Quality program, shaping how quality is defined, measured, and acted upon across a globally distributed outsourced workforce.

You will translate complex data into actionable insights to improve training, agent performance, costs, and customer experience. Expect cross-team collaboration across Trust & Safety, Risk & Fraud, and Customer Support, with significant autonomy and travel as needed.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or related field.
• 2-4+ years of quality insights/analytical experience in Trust & Safety, Risk & Fraud, or Customer Support.
• Strong knowledge of QA methodologies, rubric design, and measurement concepts.

Responsibilities

• Own the long-term vision and strategy for Outsourcing Quality across outsourced support and enforcement programs.
• Design and evolve QA frameworks, evaluation methodologies, and governance models.
• Produce analyses and insights that influence leadership and roadmap decisions across teams.
• Build feedback loops between QA findings, agents, BPO partners, and Etsy teams.
• Evaluate and optimize quality monitoring tools and AI-driven sampling models.
• Serve as a trusted advisor to internal partners and help shape policy and training.
• Lead calibration and grader governance processes and manage relationships with BPOs.
• Travel up to 25% to BPO sites for validation and relationship-building.

Skills

Quality Assurance

Analytics

Outsourcing

SQL

Education

Bachelor’s degree in Business Administration, Operations Management, or related field

Tools

Cursor

Excel

AutoQA

Six Sigma

Job description

Etsy is hiring a Quality Insights Manager to own the Outsourcing Quality program, shaping how quality is defined, measured, and acted upon across a globally distributed outsourced workforce.

You will translate complex data into actionable insights to improve training, agent performance, costs, and customer experience. Expect cross-team collaboration across Trust & Safety, Risk & Fraud, and Customer Support, with significant autonomy and travel as needed.