Senior Quality Insights Manager
New
Based in IndiaFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5–7+ years
- Required Skills
- SQLData AnalysisTableauQuality AssuranceLooker
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
Responsibilities
- 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
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