Quality Assurance Manager
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Job Description
Quality Assurance Manager responsible for quality evaluations and compliance in payments operations at Etsy. Collaborating with cross-functional teams to uphold quality frameworks across various workflows.
Responsibilities:
- Conduct end-to-end deep dives including root cause analysis into operational processes to identify gaps, inefficiencies, and defect trends.
- Monitor quality trends and KPIs to assess the effectiveness of operational controls across multiple workflows and regions.
- Transform complex findings into clear, concise, and actionable insights tailored to operational, compliance, and leadership stakeholders.
- Work closely with Ops Leads and relevant collaborators to ensure QA findings translate into meaningful coaching, training, and SOP enhancements.
- Partner with the regulated entity team and Compliance, to ensure alignment between QA standards and regulatory expectations under the Payment Institution licence.
- Create and maintain clear QA documentation, frameworks, and review methodologies.
- Prepare digestible reports, dashboards, and presentations summarizing QA results, trends, and recommended actions for stakeholders across the business.
- Support internal/external audit requests with high-quality QA evidence and process documentation.
Requirements:
- Experience in a QA, audit, compliance, or risk role within financial services, FinTech, payments, or e-commerce.
- Strong understanding of CDD, EDD, KYC/KYB, sanctions, and transaction monitoring processes.
- Experience working in or with a regulated payments business.
- Proven ability to perform analytical deep dives and derive insights from large or complex datasets.
- Outstanding communication skills with the ability to simplify complex issues and share feedback constructively.
- Proven experience in root-cause analysis and identifying scalable solutions.
- Ability to work end-to-end on projects with minimal supervision.
- Demonstrated ability to build trusting cross-functional relationships and influence without authority.
- Comfortable working with ambiguity, driving clarity, and managing priorities independently.
- Knowledge of AMLD requirements, and other relevant regulatory frameworks.
- Experience in marketplace platforms or high-volume e-commerce environments.
- Familiarity with operational workflow tooling (e.g., QA platforms, CRM/case management systems, data visualization tools).
- Experience collaborating with product/engineering teams on workflow or tooling improvements.
Benefits:
- eligible for an equity package
- an annual performance bonus
- competitive benefits that support you and your family
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