Senior Operations Manager, Quality Control

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $104.8k - $145k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Upstart

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚘 Automotive

💼 Consulting

🏥 Healthcare

Automotive • Consulting • Healthcare

Upstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. The company focuses on revolutionizing lending and credit risk evaluation by leveraging its AI marketplace, which allows for higher approval rates and lower loss rates for Upstart-powered banks and credit unions. Recently, Upstart has expanded its offerings to include automobile refinancing. With a mission to enable effortless credit based on true risk, Upstart is also known for its digital-first lending experience and holds a significant position in the financial services sector.

📋 Description

• Lead, coach, and develop a team of five quality control professionals • Establish performance expectations, calibration practices, and effective testing execution • Build and enhance a scalable, risk-based quality control program • Develop risk-based testing plans, standardized review criteria, statistically sound sampling methodologies, and regulatory/audit-ready documentation • Oversee frontline quality reviews, including call monitoring, agent interactions, and adherence to operational procedures • Identify regulatory risks, process defects, and potential customer impact • Partner with Operations, Compliance, and Risk to communicate findings and identify root causes • Recommend process improvements and monitor remediation through resolution • Establish reporting and performance metrics for quality trends, emerging risks, and operational effectiveness • Evaluate AI-enabled testing and automation capabilities while maintaining human oversight and controls

🎯 Requirements

• 6+ years of experience in consumer lending operations, quality control, compliance testing, or operational risk within a regulated financial services environment • Experience directly managing quality control, quality assurance, or compliance testing teams within a regulated environment • Experience developing, implementing, or managing frontline operational quality control programs, including call monitoring, agent interaction reviews, or evaluations of agent adherence to established procedures • 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 within a regulated environment • Knowledge of UDAAP, TILA, ECOA, FCRA, FDCPA, and GLBA preferred • Experience with AI-enabled quality assurance tools, speech analytics, or automated compliance monitoring solutions preferred • Experience supporting bank partner oversight, regulatory examinations, or internal and external audits preferred • Ability to collaborate across Operations, Compliance, Risk, and technical teams preferred • Experience in fintech or an evolving financial services environment preferred • Must work in US East Coast time zones

🏖️ Benefits

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly • 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually • Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible US employees • Medical, dental, vision, and wellness resources for US employees; supplemental health coverage for Canada • Health Savings Account contributions for eligible US plans • Life insurance and disability coverage • Paid time off, sick leave, and company holidays • Paid family and parental leave • Family-centered fertility, parenthood, and caregiving benefits • Employee Assistance Program offering mental health support and life-centered resources • Financial planning tools and financial concierge service for US employees • Annual wellness allowance • Annual productivity allowance for relevant tools and resources • Team events, all-company updates, and employee resource groups • Catered lunches and stocked micro-kitchens at Bay Area, Austin, Columbus, and New York City offices