Quality Insights Manager (Outsourcing Quality)

Location: Hybrid in the United States, with priority for candidates within commuting distance of the Brooklyn office; office attendance once or twice per week depending on proximity. Remote candidates outside commuting distance may be considered case by case, with occasional travel to the office. Travel to BPO sites may be required up to 25%.

Salary: $109,000–$147,000 annual in Geo-1; $98,000–$132,000 annual in Geo-2.

Company

Global marketplace for unique and creative goods, building tools and technologies that connect entrepreneurs with buyers worldwide.

What you will do

• Own the long-term vision, strategy, success metrics, and scalable operating models for outsourced support and enforcement quality programs.
• Design and evolve QA frameworks, evaluation methodologies, governance models, rubrics, calibrations, and grader governance processes.
• Produce analyses, insights, narratives, and recommendations that influence leadership and roadmap decisions across Outsourcing Operations, Trust & Safety, Risk & Fraud, and Customer Support.
• Create feedback loops between QA findings, agents, BPO partners, and internal teams to accelerate learning and improvement.
• Evaluate, implement, and optimize quality monitoring tools and technologies, including AI and sophisticated sampling models.
• Build relationships with BPO partners, advise internal teams on policy, process, and training decisions, and visit BPO sites to validate insights and identify improvement opportunities.

Requirements

• 2–4+ years of experience in quality assurance, quality insights, or operational analytics within Trust & Safety, Risk & Fraud, policy enforcement, or Customer Support.
• Significant experience working with outsourced BPO partners at scale, including understanding of their operational and cultural dynamics.
• Deep expertise in QA methodologies, rubric design, quality measurement design, and insight generation.
• Exceptional analytical and systems-thinking skills, with the ability to connect quality signals to upstream and downstream business outcomes.
• Strong communication and collaboration skills, including distilling complex findings into clear narratives for senior stakeholders.
• Ability to operate with ambiguity, make principled decisions, and set direction where precedent is limited.
• Alignment with the mission to keep commerce human and motivation to apply quality insights to that mission.

Nice to have

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Working knowledge of SQL, AI tools such as Cursor, or Excel.
• COPC or Six Sigma certification.
• Hands-on experience with AutoQA systems, stratified sampling strategies, and golden set models.

Culture & Benefits

• Full-time individual contributor role reporting to the Senior Manager of Outsourcing Quality.
• Autonomous role with significant influence over quality strategy and operating standards.
• Equity package, annual performance bonus, and benefits supporting employees and their families.
• Inclusive and equitable workplace committed to equal opportunity and reasonable accommodations.
• Visa sponsorship may be available for certain roles and skills.

Hiring process

• Submit a resume; a cover letter may be included.
• Accommodation support is available during any part of the interview or hiring process.