Senior Operations Manager, Quality Control

Upstart

. Lead, coach, and develop a team of five quality control professionals .

Posted 10/16/2026full-timeRemote • United StatesSenior💰 $104,800 - $145,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading quality control teams, developing risk-based quality control programs, and implementing effective testing methodologies within a regulated financial services environment. Proficient in managing compliance testing, operational risk, and regulatory documentation while collaborating across multiple departments.

Highest-signal resume keywords

Quality Control ManagementRisk-Based Testing DevelopmentRegulatory Compliance KnowledgeAI-Enabled Quality Assurance ToolsRoot-Cause Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality ControlCompliance TestingSampling MethodologiesStatistical AnalysisPerformance MetricsCall MonitoringAgent Interaction ReviewsCorrective Action TrackingRegulatory DocumentationOperational Risk Management

Soft Skills

LeadershipCoachingCollaborationCommunicationProblem-Solving

Tools & Technologies

Speech AnalyticsAutomated Compliance Monitoring SolutionsAI-Enabled Testing Tools

Industry Keywords

Consumer Lending OperationsFinancial ServicesUDAAPTILAECOAFCRAFDCPAGLBAFintechRegulatory Examinations

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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