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

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

Senior Quality Insights Manager, Outsourcing Quality

Key skills