Senior Operations Manager, Quality Control

📋 Description

• Lead, coach, and develop a team of quality control professionals, establishing clear performance
• Build and enhance the quality control program, including risk-based testing plans, standardized
• Oversee frontline quality reviews, including call monitoring, agent interactions, and adherence to
• Partner with operational leaders, Compliance, and Risk to communicate findings, identify root
• Establish reporting and performance metrics that highlight quality trends, emerging risks, and
• Collaborate with cross-functional partners to evaluate AI-enabled testing and automation

🎯 Requirements

• 6+ years of experience in consumer lending operations, quality control, compliance testing, or
• Experience directly managing quality control, quality assurance, or compliance testing teams within
• Experience developing, implementing, or managing frontline operational quality control programs
• Experience designing or executing sampling methodologies, standardized testing criteria, and
• Experience managing quality findings, root-cause analysis, corrective action tracking, or

🎁 Benefits

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that
• Retirement benefits including a 401(k) or Group Retirement Savings Plan with a company match of $2
• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options (US only)
• Comprehensive health coverage: medical, dental, vision, wellness resources (US) and supplemental
• Health Savings Account contributions from Upstart for eligible plans (US only)
• Income protection benefits: life insurance and disability coverage