Senior Operations Manager, Quality Control

Accountabilities: Lead, coach, and develop a team of five quality control professionals, setting clear performance expectations, establishing consistent calibration practices, and ensuring effective execution of testing activities. Build, implement, and continuously enhance a scalable, risk-based quality control program that supports operational effectiveness, regulatory compliance, and audit readiness. Develop risk-based testing plans, standardized review criteria, statistically sound sampling methodologies, and thorough documentation of quality assessments. Oversee frontline quality reviews, including call monitoring, agent interactions, and adherence to operational procedures across onboarding, servicing, complaints, and collections. Identify regulatory risks, process defects, control weaknesses, and potential customer impacts through systematic quality assessments. Partner with Operations leaders, Compliance, and Risk stakeholders to communicate findings, investigate root causes, recommend corrective actions, and monitor remediation through completion. Establish and maintain reporting frameworks and performance metrics that highlight quality trends, emerging risks, control effectiveness, and opportunities to improve customer outcomes. Collaborate with cross-functional and technical teams to evaluate AI-enabled quality assurance tools, speech analytics, and automated compliance monitoring capabilities. Improve testing efficiency and review coverage through automation while preserving appropriate human oversight, governance, and control standards. Support ongoing operational improvement and strengthen readiness for bank partner oversight, regulatory examinations, and internal or external audits. Requirements: At least 6 years of experience in consumer lending operations, quality control, compliance testing, or operational risk within a regulated financial services environment. Direct experience managing quality control, quality assurance, or compliance testing teams in a regulated organization. Demonstrated experience developing, implementing, or managing frontline operational quality control programs, including call monitoring, agent interaction reviews, and assessments of adherence to established procedures. Experience designing or executing sampling methodologies, standardized testing criteria, and documented quality assessment processes. Proven ability to manage quality findings, perform root-cause analysis, track corrective actions, and monitor remediation in regulated environments. Strong analytical, organizational, and problem-solving skills, with the ability to translate quality findings into practical and sustainable process improvements. Excellent communication and stakeholder management skills, including the ability to collaborate effectively across Operations, Compliance, Risk, and technical teams. 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, and internal or external audits. Background in fintech or a rapidly evolving financial services environment, with the ability to balance regulatory expectations, operational efficiency, and continuous improvement. Benefits: Base salary: $104,800–$145,000 USD annually, depending on geographic compensation region, relevant skills, experience, education, and training. Target bonus opportunities and annual equity grants, with equity vesting quarterly. Retirement savings plan, including a 401(k) in the United States and 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 US employees. Comprehensive medical, dental, and vision coverage, along with wellness resources. Health Savings Account contributions for eligible US health plans. Life insurance and disability coverage. Paid time off, sick leave, and company holidays in accordance with applicable local requirements. Paid family and parental leave, with duration varying by country. Family-focused benefits supporting fertility, parenthood, and caregiving. Employee Assistance Program providing mental health support and personal resources. Financial wellness resources, including financial planning tools and a financial concierge service for US employees. Annual wellness allowance supporting physical and emotional well-being and personal development. Annual productivity allowance for work-related tools and resources. Remote-first flexibility, with opportunities to collaborate in person through team events, planning sessions, and regular onsites. Access to office amenities, including catered lunches and stocked micro-kitchens when working from company offices.