Quality Insights Manager, Outsourcing Quality
About this role
Quality Insights Manager, Outsourcing Quality
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 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.
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