Quality Insights Manager, Outsourcing Quality

Etsy•Brooklyn, NY

12d•Hybrid

About The Position

The Quality Insights Manager will own the design and execution of Etsy’s Outsourcing Quality program, which is used to measure and improve agent performance across buyer & seller support and policy enforcement. You’ll operate as an individual contributor in Outsourcing Quality, helping to shape how quality is defined, measured, and acted upon across a globally distributed outsourced workforce. In this role, you’ll drive large-scale, high-impact improvements by translating complex quality data into clear, actionable insights that influence decisions across Outsourcing Operations, Trust & Safety, Risk & Fraud, Customer Support, and other key partners. Your work will directly impact training effectiveness, cost efficiency, agent performance, and the overall Etsy customer experience. This is a full-time position reporting to the Senior Manager of Outsourcing Quality. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy. For this role, we are considering candidates based in the United States. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub may be the first to be considered. For candidates within commutable distance, Etsy requires in-office attendance once or twice per week depending on your proximity to the office. Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more details about our work modes and workplace safety policies here.

Requirements

2-4+ 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
Exceptional analytical and systems-thinking skills, with the ability to connect quality signals to upstream and downstream business outcomes
Strong communication and collaboration skills; you can distill complex findings into clear narratives that drive action at senior levels
Comfortable operating with ambiguity, making principled decisions, and setting direction in areas that lack precedent
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.

Nice To Haves

Bachelor’s degree in Business Administration, Operations Management, or a related field (preferred)
Working knowledge of SQL, AI tools such as Cursor, or Excel are a plus
COPC or Six Sigma certifications are a plus
Hands-on experience with AutoQA systems, stratified sampling strategies, and “golden set” models is preferred

Responsibilities

Helping to own the long-term vision and strategy for Outsourcing Quality across outsourced support and enforcement programs, including defining success metrics and operating models that scale
Designing and evolving advanced QA frameworks, evaluation methodologies, and governance models that drive clarity, consistency, and accountability across partners. This includes rubric design and maintenance to enable insight generation.
Producing high-quality analyses, insights, narratives, and recommendations that influence leadership and shape roadmap decisions across multiple teams that help influence key business metrics.
Creating and refining fast, effective feedback loops between QA findings, agents, BPO partners, and Etsy internal teams to accelerate learning and improvement
Evaluating, implementing, and optimizing quality monitoring tools and technologies, including AI and sophisticated sampling models, and advocating for strategic enhancements
Acting as a trusted advisor to internal partner teams such as Trust & Safety, Risk & Fraud, and Customer Support, using insights to inform policy, process, and training decisions
Running grader governance processes such as calibrations and grade the grader programs
Building deep, durable relationships with BPO partners, treating them as long-term collaborators and thought partners in quality improvement
Traveling as needed (up to 25%) to BPO sites to validate insights, strengthen relationships, and identify improvement opportunities through direct observation