This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Quality Insights Manager, Outsourcing Quality based in India.
This is a high-impact individual contributor role focused on defining and driving the quality insights strategy for outsourced support operations at scale. You will be responsible for shaping how quality is measured, interpreted, and operationalized across global BPO partners supporting buyer, seller, and policy enforcement functions. The role sits at the intersection of data analytics, operational excellence, and customer experience, turning complex QA signals into clear, actionable insights that influence senior decision-making. You will work closely with cross-functional teams including Trust & Safety, Risk & Fraud, and Customer Support to improve performance, efficiency, and user outcomes. A key aspect of the role involves designing scalable QA frameworks, evaluation methodologies, and governance models that ensure consistency and accountability across outsourced operations. You will also act as a trusted advisor to both internal stakeholders and external partners, helping align quality standards across a distributed global ecosystem. This is a strategic, insight-driven role with direct impact on customer experience and marketplace trust.
Accountabilities:
Define and evolve the long-term vision, strategy, and operating model for outsourced quality programs across global support and enforcement operations
Design and maintain QA frameworks, rubrics, and evaluation methodologies to ensure consistent and scalable quality measurement
Build and manage unified quality KPI frameworks aligned with business priorities and customer impact outcomes
Analyze large-scale QA and operational data to identify systemic issues, risks, and improvement opportunities
Translate complex data into clear insights, narratives, and recommendations that influence leadership and roadmap decisions
Develop effective feedback loops between QA insights, BPO partners, and internal teams to accelerate continuous improvement
Evaluate and optimize quality monitoring systems, including AI-driven tools, sampling models, and automation solutions
Act as a strategic advisor to cross-functional teams including Trust & Safety, Risk & Fraud, and Customer Support
Build and maintain strong relationships with BPO partners as long-term collaborators in quality improvement initiatives
Support periodic on-site engagement with outsourcing partners to validate insights and strengthen operational alignment
Requirements:
5–7+ years of experience in quality assurance, quality insights, or operational analytics roles
Background in Trust & Safety, Risk & Fraud, policy enforcement, or customer support environments strongly preferred
Proven experience working with large-scale outsourced operations and BPO partner ecosystems
Strong expertise in QA framework design, rubric development, and quality measurement methodologies
Experience with AutoQA systems, sampling strategies, and “golden set” evaluation models is highly desirable
Proficiency in SQL and data visualization tools such as Tableau or Looker
Strong analytical and statistical understanding (sampling methods, confidence intervals, hypothesis testing, etc.)
Ability to connect operational quality signals to broader business and customer outcomes
Excellent communication and storytelling skills with the ability to influence without formal authority
Strong collaboration skills and experience working with cross-functional global teams
Benefits:
Competitive compensation package including base salary, performance bonus, and equity eligibility
Opportunity to shape global quality strategy for large-scale outsourced operations
Exposure to advanced QA systems, AI-driven tools, and modern analytics frameworks
High-impact role influencing customer experience, trust, and marketplace safety
Flexible remote work setup within India
Strong cross-functional collaboration with global teams and external partners
Opportunity to work in a mission-driven environment focused on improving customer trust and experience
Comprehensive benefits supporting health, wellbeing, and professional growth.
How Jobgether works:
We use an
AI-powered matching process
to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
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