Company Description
Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, whether a team member of Etsy or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.
What's the Role?
The Quality Assurance (QA) Manager is responsible for conducting deep-dive quality evaluations across seller verification and financial-crime-related operational processes, ensuring Etsy meets its regulatory obligations as a licensed Payments Institution in Ireland while maintaining robust global standards. This role focuses on end-to-end process reviews, root-cause analysis, and delivering clear, digestible, and actionable insights to drive operational excellence, reduce defects, strengthen compliance outcomes, and improve seller experience.
The QA Manager will work closely with cross-functional partners to uphold quality frameworks across Customer Due Diligence (CDD), Enhanced Due Diligence (EDD), Transaction Monitoring (TM), and related verification and ongoing monitoring workflows. A key component of this role is building strong, trust-based relationships across teams. The QA Manager must be able to deliver feedback and insights in a way that is collaborative, constructive, and well-received, supporting a positive quality culture across the operation.
This is a full-time position reporting to the Director of Payment Operations. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy.
For this role, we are considering candidates based in Ireland, however candidates living within commutable distance of the Etsy Dublin office will be first to be considered. Even if located within commuting distance of an office, you will have the option to work office-based or flex. Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more about our Flex and Office-based work modes and workplace safety policies here.
What does the day-to-day look like?
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.
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.
Qualities that will help you thrive in this role are:
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.
Additional Information
What's NextIf you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about.Our PromiseAt Etsy, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status, or any other characteristic protected by applicable law. If, due to a disability, you need an accommodation during any part of the application or interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.
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