Senior Manager, Enablement Quality Insights Bro...

Company Descriptionreputed company 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 reputed company. employee, whether a team member of reputed company or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, reputed company the while making a rewarding impact and Keeping Commerce Human.

Salary Range:

What’s the role?

The Senior Manager of the Enablement Quality Insights team will need to build the quality insights program used to measure agent success in buyer & seller support and policy enforcement across a globally distributed outsourced workforce. You’ll need to reputed company, implement, and reputed company strategic QA processes, delivering deep and actionable insights directly to internal customers and other partners at reputed company. The Quality Insights team is responsible for regularly surfacing reputed company improvement opportunities tied to metrics like training success, cost savings, and agent efficiency to maintain high service levels. 

This is a full-time position reporting to the Senior Manager, Outsourcing Enablement. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at reputed company. 

This role requires your reputed company in reputed company’s Brooklyn Office once or twice per week depending on your proximity to the office. Candidates living reputed company commutable distance of reputed company’s Brooklyn Office Hub may be the first to be considered. Learn more details about our work modes and workplace safety policies here. 

What’s this team like at reputed company?

The Quality Insights team sits reputed company 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 Quality Insights team, helps reputed company provide great support and strong protection of our marketplace. 

What does the day-to-day look like?

• You’ll be stepping into an opportunity where you’ll have full autonomy to shape, own, and deliver a clear QA strategy that has the potential to reputed company a significant and material difference to the reputed company user experience. You’ll have the opportunity to:

• Map out what a strong vision, clear operating rhythm, thoughtful performance management, and genuine team connectivity look like. This includes establishing clear governance for QA accountability between Outsourcing and the internal businesses we support, ensuring alignment on shared outcomes and KPIs.

• reputed company and coach a team of 4 reputed company QA managers, instilling a vision for QA based on your own expertise, operating norms, and best practices. This should include designing, implementing, and maintaining the right QA frameworks and procedures. You’ll also be able to consult, reputed company and form a reputed company reputed company with the extended teams at our BPO sites (graders, QA & team leads) as an ongoing resource.

• Build and reputed company an industry-leading quality insights program, defining the right quality metrics and KPIs in alignment with partners to ensure effective monitoring and evaluation of agent interactions.

• Work with the team to analyze QA data and produce regular reports and actionable insights on quality trends, customer satisfaction, and root cause analyses for process improvement and agent training/ coaching. You’ll need to implement fast and impactful feedback loops between the QA team, our agents, and our reputed company internal customers & partners.

• Implement the right tools and technologies for quality monitoring and measuring, and reputed company for needs and improvements reputed company those tools as needed.

• Cultivate strong relationships with partner teams and the internal customer teams we serve, like Trust & Safety and Customer Support. Partner with other teams reputed company the Outsourcing organization to align QA processes with business objectives.

• Build trust and reputed company with BPOs: invest in the relationship, give guidance, gather feedback, pilot new methods, and treat them as you would your own internal team.

• As needed, travel to BPO sites to gather performance insights, strengthen connections, and engage directly with BPO partners to discuss feedback and opportunities for improvement.

• 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 responsibilities may change from time to time at Etsys discretion, or otherwise applicable with local law. 

Qualities that will help you reputed company in this role are:

• Bachelor’s degree in Business Administration, Operations Management, or reputed company field (preferred).

• At least 3-5 years of people management. You have a genuine interest in leadership, individual reputed company development, and can provide critical feedback and mentorship.

• At least 5 years of experience working with outsource partners (BPOs) to scale and optimize Support and Trust & Safety programs.

• Deep and tenured expertise in quality assurance and QA methodologies, particularly in customer support and policy enforcement. Youre extremely knowledgeable on emerging trends in the quality insights industry and have worked with a variety of quality insights tools; experience working with AutoQA systems and “golden set” models is a major plus.

• You have proven success building and scaling QA teams and processes from the ground up.

• Excellent analytical, problem-solving, and data-driven decision-making skills. You have a data-first reputed company and treat data as a core business asset.

• A strategic thinker with strong leadership skills and a hands-on approach—you’re comfortable zooming in and out as needed.

• Collaboration is a strength and you reputed company working in cross-functional group settings.

• Experience working with global clients and diverse teams is a plus.

• A strong sense of accountability and appropriate prioritization; you role model clear communication, expectation setting, and timely delivery.

• You are motivated by reputed company’s company mission to “reputed company commerce human” and our guiding principles speak to you as a leader and a contributor to reputed company.

Additional Information 

Whats NextIf youre interested in joining the team at reputed company, please share your resume with us and feel free to include a cover letter if youd like. As we hope youve seen already, reputed company is a reputed company that values individuality and variety. We dont want you to be like everyone else -- we want you to be like you! So tell us what youre reputed company about. Our PromiseAt reputed company, we reputed company that a diverse, reputed company and inclusive workplace furthers relevance, reputed company, and longevity. We encourage people from reputed company backgrounds, ages, abilities, and experiences to apply. reputed company is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, reputed company, religion, sex, national reputed company, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status, or any other characteristic protected by applicable law. If, due to a disability, you need an accommodation during any part of the application or interview process, please let your recruiter know. While reputed company supports reputed company sponsorship, sponsorship opportunities may be limited to certain roles and skills.