Senior Operations Manager, Quality Control

The Team: 

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.

Minimum Qualifications 

• 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.

Preferred Qualifications

• 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, with the ability to balance regulatory expectations, operational efficiency, and continuous improvement.

Position location This role is available in the following locations: Remote 

Time zone requirements The team operates on the East coast time zones. 

Travel requirements As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

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