Senior Quality Insights Manager, Customer Operations

Etsy

Brooklyn, NY, US
Base: $134,000.00 - $174,000.00; bonus/equity: ann...
Hybrid (1-2 days onsite in brooklyn, ny)
5-7+ years quality assurance experience
Experience with outsourced bpo partners at scale
Expertise in qa methodologies and rubric design
Etsy is seeking a Senior Quality Insights Manager for its Customer Operations team, responsible for enhancing the Outsourcing Quality program to improve agent performance in buyer and seller support. The role involves analyzing quality data, developing metrics, and collaborating with various teams to enhance customer experience

Job Summary

  • This role leads the design and execution of the Outsourcing Quality program to measure and improve agent performance across buyer and seller support.
  • Candidates will translate sophisticated quality data into actionable insights that influence decisions across key partners and shape roadmap decisions.
  • The position offers a competitive salary range of $134,000.00 - $174,000.00 along with equity packages and annual performance bonuses.

Matching Summary

Match Score: 85

Etsy is seeking a Senior Quality Insights Manager for its Customer Operations team, responsible for enhancing the Outsourcing Quality program to improve agent performance in buyer and seller support. The role involves analyzing quality data, developing metrics, and collaborating with various teams to enhance customer experience.

Salary

Base: $134,000.00 - $174,000.00; Bonus/Equity: Annual performance bonus and equity package eligible; Benefits: Competitive benefits supporting family included

Skills & Requirements

Must-have

  • 5-7+ years quality assurance experience
  • Experience with outsourced BPO partners at scale
  • Expertise in QA methodologies and rubric design
  • Strategic insights generation for leadership
  • Advanced sampling strategies and AutoQA systems

Nice-to-have

  • Hands-on experience with golden set models
  • Strong communication and narrative skills
  • Deep alignment with keeping commerce human mission
  • Ability to travel up to 25% globally
  • Systems thinking connecting signals to outcomes

Key Requirements

  • Bachelor's degree in Business Administration or related field
  • 5-7+ years in quality assurance or operational analytics
  • Significant experience working with outsourced partners (BPOs)
  • Visa sponsorship may be limited to certain roles

Work Rights

Not specified

Sponsorship: available

Tailored Resume

Cover Letter