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About the role
Key responsibilities & impact- Lead the design and execution of our Outsourcing Quality program
- Develop how quality is defined, measured, and acted upon across a globally distributed outsourced workforce
- Translate sophisticated quality data into clear, actionable insights that influence decisions across key partners
- Impact training effectiveness, cost efficiency, agent performance, and overall Etsy customer experience
- Design and evolve advanced QA frameworks and evaluation methodologies
- Produce high-quality analyses and recommendations that influence leadership
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Operations Management, or a related field (preferred)
- 5-7+ years of experience in quality assurance, quality insights, or operational analytics within Customer Support or policy enforcement environments
- Significant experience working with outsourced partners (BPOs) at scale
- Deep expertise in QA methodologies and rubric design, quality measurement design, and insights generation
- Hands-on experience with AutoQA systems, stratified sampling strategies, and “golden set” models is preferred
- Exceptional analytical and systems-thinking skills
- Strong communication skills; you can distill complex findings into clear narratives
Benefits
Comp & perks- Eligible for an equity package
- Annual performance bonus
- Competitive benefits that support you and your family
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
quality assurancequality insightsoperational analyticsQA methodologiesrubric designquality measurement designinsights generationAutoQA systemsstratified sampling strategiesgolden set models
Soft Skills
analytical skillssystems-thinkingcommunication skills
Certifications
Bachelor’s degree in Business AdministrationBachelor’s degree in Operations Management