Senior Quality Insights Manager, Outsourcing Quality

Overview

Senior Quality Insights Manager for Etsy’s Outsourcing Quality program, designing and executing quality measurement to improve agent performance across support and policy enforcement.

What you'll do

• Own the long-term vision and strategy for Outsourcing Quality, including success metrics and scalable operating models.
• Design and evolve QA frameworks, evaluation methodologies, and governance models.
• Build and maintain a unified quality framework matrix aligned to KPIs and business priorities.
• Perform hands-on analysis of QA data and agent interactions to find systemic issues and risks.
• Produce insights and recommendations that influence leadership and roadmap decisions.
• Create feedback loops across QA findings, agents, BPO partners, and internal teams.
• Evaluate and optimize quality monitoring tools and technologies, including AI and sampling models.

What you'll need

• 5 to 7+ years of experience in quality assurance, quality insights, or operational analytics.
• Significant experience working with outsourced partners (BPOs) at scale.
• Deep expertise in QA methodologies, rubric design, quality measurement, and insights generation.
• Proficiency in SQL and data visualization tools such as Looker or Tableau.
• Analytical and systems-thinking skills to connect quality signals to business outcomes.
• Solid foundation in statistical concepts including sampling, confidence intervals, and hypothesis testing.
• Ability to work Monday to Friday, 2:30 PM to 10:30 PM IST.

Details

• Full-time individual contributor role reporting to the Senior Manager of Outsourcing Quality.
• Considering candidates based in India.
• Travel to regional BPO sites once a quarter as needed.