Etsy is the global marketplace for unique and creative goods. We build,power, and evolve the tools and technologies that connect entrepreneurswith buyers around the world. As an Etsy employee, you’ll tackle uniqueproblems alongside talented coworkers committed to Keeping Commerce Human.We're large enough that you'll focus on meaningful, complex challenges, butsmall enough that you can make a rewarding impact.
We're looking for a Specialist who is passionate about Quality Assurance to support our growing Trust & Safety organization as we scale our presence globally.
As the Quality Assurance Specialist you will build and maintain a quality framework for our Trust & Safety vendor teams. We are looking for someone who has experience developing rubrics to assess performance and delivering meaningful feedback to improve KPIs. Have you translated critical metrics into a rubric structure, mentored teams to their optimal performance, and worked in a highly collaborative environment? This may be the right role for you!
This is a full-time position located (eventually) in Brooklyn, NY or Hudson, NY reporting to the Manager, Trust & Safety Vendors and Partnerships. We offer flexible workplace policies that can accommodate work from home candidates who are comfortable traveling to an office location 2-3 times per week. We’re also open to remote hires within all U.S. states except Hawaii and Alaska.
For candidates who will work remotely from Colorado, visit this link for information related to Colorado's Equal Pay for Equal Work Act.
About the Role
In this role, you will:
Collaborate with subject matter experts and the Outsourcing Enablement Manager to execute on resource needs for vendor agents and leads
Support the development of quality rubrics aligned with performance KPIs and input those into our internal coaching tool
Train team leads to complete task review and set the standard for our expectations of task feedback
Collaborate with team leads on a framework for delivering feedback to agents in a coaching atmosphere
Collaborate with Member Services partners to ensure resources are aligned across organizations
Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.
2+ years of developing quality assurance rubrics or previous experience coaching teams to successfully meet metrics
Strong analytical skills, with an ability to internalize metrics and translate them into qualitative statements
Strong written skills and presentation skills
Shown ability to interpret partner needs and incorporate feedback into problem solving processes
Ability to work with a high degree of autonomy and make decisions with limited information
Detail oriented collaborator who can issue spot and communicate gaps persuasively
A trust in and commitment to Etsy’s vision, mission and values
Additional InformationWhat's Next
If you're interested in joining the team at Etsy, please send a coverletter and resume telling us why you'd be right for the position. As you'vehopefully seen already, Etsy is a place that values individuality andvariety. We don't want you to be like everyone else - we want you to belike you! So write to us and tell us what you're all about.Our Promise
At Etsy, we believe that a diverse, equitable and inclusive workplace makesus a more relevant, more competitive, and more resilient company. Weencourage people from all backgrounds, ages, abilities, and experiences toapply. Etsy is an equal opportunity employer. We do not discriminate on thebasis of race, color, ancestry, religion, national origin, sexualorientation, age, citizenship, marital or family status, disability,gender, gender identity or expression, pregnancy or caregiver status,veteran status, or any other legally protected status. We will ensure thatindividuals with disabilities are provided reasonable accommodations toparticipate in the job application and interview process, to performessential job functions, and to receive other benefits and privileges ofemployment. While Etsy supports visa sponsorship, sponsorship opportunitiesmay be limited to certain roles and skillsets.For U.S. roles only:
Many Etsy roles are open to remote candidates, and you'll be able to identify which ones within the location header of each job description. We’re open to remote hires from all U.S. states except Hawaii and Alaska. For candidates who will work remotely from Colorado, visit this link for information related to Colorado's Equal Pay for Equal Work Act.