Company
Technology
SeniorQualityInsightsManager,OutsourcingQuality
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“Senior Quality Insights Manager, Outsourcing Quality. Skills: Quality insights, Outsourced operations, BPO management, Data analysis. Define long-term vision for outsourced quality programs. Evolve strategy for outsourced quality programs”
What You'll Achieve.
Ensure consistent quality measurement; Ensure scalable quality measurement; Align KPI frameworks with business priorities; Align KPI frameworks with customer impact outcomes; Influence leadership; Influence roadmap decisions; Accelerate continuous improvement
Industry & Context.
Root cause analysis
On-site engagement with outsourcing partners
What They're Looking For.
Must Have
5–7+ years of experience in quality assurance, quality insights, or operational analytics roles, Experience with AutoQA systems, Experience with sampling strategies, Experience with “golden set” evaluation models, Proficiency in SQL, Proficiency in data visualization tools, Analytical and statistical understanding
Nice to Have
Background in Trust & Safety, Background in Risk & Fraud, Background in policy enforcement, Background in customer support environments, Experience working with large-scale outsourced operations, Experience with BPO partner ecosystems
What You'll Do.
Define long-term vision for outsourced quality programs
Evolve strategy for outsourced quality programs
Evolve operating model for outsourced quality programs
Maintain QA frameworks
Design evaluation methodologies
Maintain evaluation methodologies
Build unified quality KPI frameworks
Align KPI frameworks with business priorities
Align KPI frameworks with customer impact outcomes
Analyze operational data
Identify systemic issues
Identify improvement opportunities
Translate complex data into insights
Translate complex data into narratives
Translate complex data into recommendations
Develop feedback loops between QA insights and BPO
Develop feedback loops between QA insights and internal
Accelerate continuous improvement
Evaluate quality monitoring systems
Optimize quality monitoring systems
Act as strategic advisor to cross-functional teams
Build relationships with BPO partners
Maintain relationships with BPO partners
Support on-site engagement with outsourcing partners
Validate insights with outsourcing partners
Strengthen operational alignment with outsourcing partners
How You'll Work.
Team & Collaboration
Cross-functional teams; Global teams; External partners
Communication Scope
Storytelling; Influence without authority
Full Job Description
## 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
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