Senior Operations Manager, Quality Control – Quality Control

Job Description

Senior Operations Manager, Quality Control | Confidential Employer

The Tone:
This is a full-time role at Confidential Employer, located remotely. Upstart aims to radically reduce the cost and complexity of borrowing for all Americans by using advanced AI and experimentation to reshape access to credit. This role is crucial for leading a team in building and executing a scalable, risk-based quality control program that protects customers, strengthens operational processes, and supports regulatory compliance across the lending lifecycle.

The TL;DR
• Role: Full Time
• Location: Remote
• Pay: $104800–$145000 yearly
• Team: Leads a team of five quality control professionals within Upstart’s Lending Operations Quality Control team.
• Mission: This person builds and executes a scalable, risk-based quality control program to protect customers, strengthen operational processes, and support regulatory compliance.

What You’ll Actually Do
• Lead: Lead, coach, and develop a team of quality control professionals, establishing clear performance expectations and effective testing execution.
• Program Development: Build and enhance the quality control program, including risk-based testing plans, standardized review criteria, and sound sampling methodologies.
• Oversight: Oversee frontline quality reviews, including call monitoring and agent interactions, to identify regulatory risks, process defects, and potential customer impact.
• Collaboration: Partner with operational leaders, Compliance, and Risk to communicate findings, identify root causes, recommend process improvements, and monitor remediation.
• Reporting: Establish reporting and performance metrics that highlight quality trends, emerging risks, and opportunities to improve operational effectiveness and customer outcomes.

The Must-Haves
• Background: Manager-level professional with core domain knowledge in consumer lending operations, quality control, compliance testing, or operational risk within a regulated financial services environment.
• Experience: 6+ years in consumer lending operations, quality control, compliance testing, or operational risk. Experience directly managing quality control, quality assurance, or compliance testing teams in a regulated environment. Experience developing, implementing, or managing frontline operational quality control programs, including call monitoring and agent interaction reviews. Experience designing or executing sampling methodologies, standardized testing criteria, and documented quality assessments. Experience managing quality findings, root-cause analysis, corrective action tracking, or remediation monitoring.
• Skills: Quality control program design and enhancement, risk-based testing methodology development, root-cause analysis and remediation oversight, team leadership and performance management, and application of consumer financial protection regulations to lending operations.
• Bonus: Knowledge of consumer financial protection regulations including UDAAP, TILA, ECOA, FCRA, FDCPA, and GLBA. Experience evaluating or implementing AI-enabled quality assurance tools, speech analytics, or automated compliance monitoring solutions. Experience supporting bank partner oversight, regulatory examinations, or internal/external audits. Ability to collaborate across Operations, Compliance, Risk, and technical teams to translate quality findings into sustainable process improvements. Experience working in a fintech or evolving financial services environment.