What’s the role?
The Senior 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 the team’s most senior 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 individual contributor role reporting to the Senior Manager of Outsourcing Quality. In addition to salary, you’ll be eligible for an equity package, an annual performance bonus, and competitive benefits that support you and your family as part of Etsy’s total rewards package.
What’s this team like at Etsy?
The Outsourcing Quality team sits within the Outsourcing Enablement team, which is part of a broader organization focused on successful outsourcing. Peer teams include those responsible for tooling, agent learning and content management, and vendor management. Insights delivered to peer teams and partners are essential in our mission to successfully prepare and train agents and improve workflows. This flywheel, driven by the Outsourcing Quality team, helps Etsy provide great support and strong protection of our marketplace.
As the Senior Quality Insights Manager, you will serve as the connective tissue across these teams, bringing a quality-first lens to decision-making and helping align efforts around shared outcomes.
What does the day-to-day look like?
This role offers significant autonomy and influence. You’ll help define and execute on “what great looks like” for the Outsourcing Quality team at Etsy, ensuring this shows up in practice. Your work will include:
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.
Designing, building and maintaining a unified quality framework matrix, ensuring KPIs are aligned to business priorities and meaningfully measure agent performance and user impact.
Performing deep, hands-on analysis of QA data and agent interactions to uncover systemic issues, emerging risks, and improvement opportunities
Producing high-quality analyses, insights, narratives, and recommendations that influence leadership and shape roadmap decisions across multiple teams.
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
Building deep, durable relationships with BPO partners, treating them as long-term collaborators and thought partners in quality improvement
Traveling as needed (once a quarter) to BPO sites to validate insights, strengthen relationships, and identify improvement opportunities through direct observation
Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.
Qualities that will help you thrive in this role
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