Quality Insights Manager, Outsourcing Quality

Company Description Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy employee, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

We believe exceptional companies are built by exceptional teams, and we're intentional about it. That means hiring great people, setting them up for success from day one, and giving them real reasons to grow their careers here. We invest in development that goes beyond promotions, and we foster the trust and relationships that help people do their best work together.

What’s the role?

The 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 an individual contributor in Outsourcing Quality, helping to shape how quality is defined, measured, and acted upon across a globally distributed outsourced  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 position reporting to the Senior Manager of Outsourcing Quality.

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 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.

Producing high-quality analyses, insights, narratives, and recommendations that influence leadership and shape roadmap decisions across multiple teams that help influence key business metrics. 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,…