Senior Operations Manager, Quality Control

Upstart

1d•$104,800 - $145,000•Remote

About The Position

Upstart’s Lending Operations Quality Control team protects customers, strengthens operational processes, and supports regulatory compliance across the lending lifecycle. As a first-line-of-defense function, the team evaluates frontline activities across Onboarding, Servicing, Complaints, and Collections to identify risks, improve quality, and support bank readiness. The Senior Operations Manager, Quality Control will lead a team of five quality control professionals and help build and execute a scalable, risk-based quality control program. The role combines hands-on program development with people leadership, partnering across Operations, Compliance, and Risk to strengthen testing methodologies, address control gaps, and explore opportunities to improve oversight through automation and AI. The role is remote, and the team operates in East Coast time zones. Occasional in-person team sessions are encouraged; most teams meet once or twice per quarter for two to four consecutive days.

Requirements

At least 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.

Nice To Haves

Knowledge of consumer financial protection regulations, including UDAAP, TILA, ECOA, FCRA, FDCPA, and GLBA, and their application to lending operations.
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 and 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, balancing regulatory expectations, operational efficiency, and continuous improvement.

Responsibilities

Lead, coach, and develop a team of quality control professionals, establishing clear performance expectations, consistent calibration practices, and effective testing execution.
Build and enhance the quality control program, including risk-based testing plans, standardized review criteria, statistically sound sampling methodologies, and documentation supporting regulatory and audit readiness.
Oversee frontline quality reviews, including call monitoring, agent interactions, and adherence to operational procedures, to identify regulatory risks, process defects, and potential customer impact.
Partner with operational leaders, Compliance, and Risk to communicate findings, identify root causes, recommend process improvements, and monitor remediation through resolution.
Establish reporting and performance metrics that highlight quality trends, emerging risks, and opportunities to improve operational effectiveness and customer outcomes.
Collaborate with cross-functional partners to evaluate AI-enabled testing and automation capabilities, improving review coverage and efficiency while maintaining appropriate human oversight and controls.

Benefits

Target bonuses and equity compensation, including 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 with discounted stock purchase options for eligible U.S. employees.
Medical, dental, and vision coverage, plus wellness resources in the U.S.; supplemental health coverage in Canada.
Health Savings Account contributions for eligible U.S. plans.
Life insurance and disability coverage.
Paid time off, sick leave, and company holidays, in line with local requirements.
Paid family and parental leave; duration varies by country.
Family-centered benefits supporting fertility, parenthood, and caregiving.
Employee Assistance Program offering mental health support and life-centered resources.
Financial wellness resources, including financial planning tools and a financial concierge service in the U.S.
Annual wellness allowance supporting physical and emotional well-being and personal development.
Annual productivity allowance for relevant work tools and resources.
Team events, all-company updates, and employee resource groups.
Catered lunches and stocked micro-kitchens at offices in the Bay Area, Austin, Columbus, and New York City.