About the role
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 our competitive
benefits that support you and your family as part of Etsy’s total rewards package. For this role, we are considering candidates based in India. Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more about our Flex and Office-based work modes and workplace safety policies here . 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 Travel to regional BPO sites once a quarter as needed 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