Francesca C.
Trust & Safety & Risk Operations Leader | Fraud Prevention & Seller Fraud Investigations | Built Etsy’s Seller Fraud QA Program | Vendor QA & Cross-Functional Leadership
- Role
- Seller Fraud Quality Assurance Manager at Etsy
- Location
- Hudson, NY, US
- LinkedIn followers
- 500 followers
About Francesca C.
Trust & Safety and Risk Operations leader at Etsy. Built and manage the Marketplace Fraud QA program, driving fraud prevention, risk assessment, investigations, and scalable e-commerce policy enforcement across cross-functional teams and outsourcing QA partners.
Experience
Seller Fraud Quality Assurance Manager
Oct 2021 — Present
Developed, manages, and leads the first data-driven Seller Fraud Quality Assurance Program. Manages and creates ongoing program updates to adapt to the fast developing fraud & risk challenges the marketplace faces. Established data based KPIs to measure agent understanding and success of fraud. Conducts regular reviews in support of individual agent performance and meets regulatory expectations around team workflows. Informs strategic Quality Program projects. Reports on quarterly results and analyzes QA data for stakeholders.Wrote and facilitated QA Training for the QA Supporting Agents. Guides and leads the Quality Team.
Education
Springfield College
Master of Education - MEd, MFT, Marriage and Family Therapy/Counseling
2010 — 2012
University of Hartford
Bachelor of Arts - BA, Psychology
2006 — 2010
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