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Hiring companyEtsy
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Senior Quality Insights Manager, Outsourcing Quality
Remote,India,India Full-time Remote
About the role
Outsourcing Quality team within Etsy's Outsourcing Enablement organization drives quality measurement for outsourced support and policy enforcement. The Senior Quality Insights Manager defines strategy, designs advanced QA frameworks, builds a unified quality matrix, conducts deep data analysis, produces actionable insights, creates feedback loops, evaluates tools (including AI sampling models), advises internal partners, and cultivates BPO relationships, traveling quarterly to sites. Remote, India, remote work model.
What you’ll do
- Define long‑term vision and strategy for Outsourcing Quality
- Design and evolve QA frameworks and governance models
- Build and maintain a unified quality matrix aligning KPIs
- Perform deep analysis of QA data to uncover issues
- Produce high‑quality insights and recommendations for leadership
- Create fast feedback loops between QA findings and agents
- Evaluate and optimize quality monitoring tools including AI models
- Act as trusted advisor to Trust & Safety, Risk & Fraud, and Support teams
What you’ll bring
- Bachelor's degree in Business Administration or related field
- 5-7+ years quality assurance or analytics experience
- Experience with outsourced BPO partners at scale
- Expertise in QA methodologies and rubric design
- Hands‑on with AutoQA and sampling models
- Proficiency in SQL and Looker/Tableau
- Strong statistical analysis skills
- Highly collaborative influencing across functions
Skills
QA frameworksRubric designData analysisSQLLookerTableauStatistical methodsStakeholder management
Benefits
- Equity package
- Annual performance bonus
- Competitive benefits supporting family
Education
Bachelor's degree