Senior Quality Insights Manager, Outsourcing Quality in India at Jobgether
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Job Description
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.
- 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
- 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
- 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.