Senior Operations Manager, Quality Control

Upstart’s Lending Operations Quality Control team plays a critical role in protecting customers, strengthening operational processes, and supporting regulatory compliance across our 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.

As the Senior Operations Manager, Quality Control at Upstart, you will lead a team of five quality control professionals and help build and execute a scalable, risk-based quality control program. You’ll combine 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.

How you’ll make an impact

• 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 that supports 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.

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