Manager, Quality Assurance

LendingClub • Lehi, UT

12d

About The Position

The Quality Assurance team is the voice of the customer inside Operations — monitoring contacts and loan reviews to make sure we deliver on our commitments to members and our regulators. This role leads the day-to-day QA function across all lending Operations lines of business, owning compliance and procedural monitoring, building targeted monitoring capabilities, and partnering closely with Compliance to keep risk in check as we scale.

Requirements

• 5+ years of experience in QA, compliance monitoring, or operations in banking, lending, or Fintech, including direct people management; bachelor's degree in a related field; or equivalent work experience
• Hands-on knowledge of lending Operations functions (sales, support, credit review, collections, vendor oversight) and the CFPB-mandated frameworks that govern them (FCRA, TCPA, UDAAP, etc.) — or the ability to come up the curve quickly
• You've built or materially improved a QA program — forms, calibration, reporting, escalation paths — and can point to outcomes, not just activity
• You hire and develop diverse talent, set a high performance bar, and create the conditions for Supervisors and Specialists to grow
• You make decisions with extreme attention to detail and sound judgment, knowing when a finding informs a coaching moment versus when it needs to be escalated
• You look for places where AI tools can remove friction and lift your team's output — and you're hands-on enough to know what's realistic, building a culture where experimentation is expected, learning is shared, and quality isn't traded for speed
• You're translating AI capabilities into practical process improvements for Operations, and you hold the line on quality and compliance even as tools change
• Strong written and verbal communicator who can move comfortably from a calibration session with Specialists to a quarterly review with investors or senior leadership

Nice To Haves

• Leadership experience spanning Sales, Credit, and Customer Support functions
• Experience building use cases and tuning speech analytics platforms
• Advanced Excel and Tableau (or comparable BI) skills, with a track record of identifying trends others miss
• Experience standing up QA coverage for a new line of business or vendor program

Responsibilities

• Lead a multi-tier QA team of 14+ Associates, Specialists, and Supervisors across Operations, setting clear priorities and removing blockers so the team can deliver
• Own compliance and procedural monitoring across customer contacts and loan reviews, ensuring oversight standards are met at the department level
• Build and maintain QA forms, calibration practices, and reporting that translate findings into action for Operations leaders
• Use speech analytics and other monitoring tools (NICE, Calabrio, or similar) to surface risk signals earlier and prioritize where the team focuses
• Apply AI tools thoughtfully to accelerate review sampling, trend analysis, and reporting - without trading away the rigor that lending and regulatory work require
• Lead QA testing for pilots, new products, and vendor rollouts, providing actionable data during launch and feeding insights back into Operations and Compliance
• Support audits, due diligence, and investor-level reporting (monthly and quarterly), and stay ahead of change management for systems and procedures across departments
• Build durable partnerships with senior leaders across Operations, Compliance, and third-party vendors, and drive decisions through consensus

Benefits

• LendingClub is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace.
• We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics.
• We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system.
• We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process.
• If you need assistance or an accommodation due to a disability, please contact us at [email protected].

What This Job Offers

• Job Type: Full-time
• Career Level: Manager