Senior Operations Manager, Quality Control

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and cultivate a team of five quality control specialists.

• Set performance benchmarks, calibration protocols, and ensure effective testing execution.

• Develop and improve a scalable, risk-oriented quality control framework.

• Create risk-based testing strategies, standardized review criteria, statistically valid sampling methods, and documentation ready for regulatory/audit purposes.

• Supervise frontline quality assessments, which include call monitoring, agent interactions, and compliance with operational standards.

• Detect regulatory risks, process flaws, and potential impacts on customers.

• Collaborate with Operations, Compliance, and Risk teams to communicate insights and identify underlying causes.

• Suggest process enhancements and track remediation until resolution is achieved.

• Develop reporting and performance metrics that focus on quality trends, emerging risks, and operational efficiency.

• Assess AI-driven testing and automation capabilities while ensuring human oversight and control mechanisms.

⛳️ Requirements

• Over 6 years of experience in consumer lending operations, quality control, compliance testing, or operational risk in a regulated financial services setting.

• Proven experience in managing quality control, quality assurance, or compliance testing teams in a regulated environment.

• Background in developing, implementing, or overseeing frontline operational quality control programs, including call monitoring and reviews of agent interactions or adherence to established protocols.

• Proficiency in designing or executing sampling methods, standardized testing criteria, and documented quality evaluations.

• Experience in managing quality findings, conducting root-cause analyses, tracking corrective actions, or monitoring remediation in a regulated context.

• Familiarity with UDAAP, TILA, ECOA, FCRA, FDCPA, and GLBA is preferred.

• Experience with AI-driven quality assurance tools, speech analytics, or automated compliance monitoring solutions is preferred.

• Background in supporting bank partner oversight, regulatory audits, or both internal and external examinations is preferred.

• Ability to work collaboratively across Operations, Compliance, Risk, and technical teams is preferred.

• Experience in fintech or a rapidly changing financial services environment is preferred.

• Must be available to work within US East Coast time zones.

🏝️ Benefits

• Competitive salary, including base pay, performance bonuses, and 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 (ESPP) offering discounted stock purchase options for eligible US employees.

• Comprehensive medical, dental, vision, and wellness resources for US employees; additional health coverage options for Canada.

• Contributions to Health Savings Accounts for eligible US plans.

• Life insurance and disability coverage provided.

• Paid time off, sick leave, and company holidays included.

• Paid family and parental leave policies.

• Benefits focused on family-centered fertility, parenthood, and caregiving.

• Employee Assistance Program offering mental health support and life resources.

• Financial planning tools and concierge service available for US employees.

• Annual wellness allowance provided.

• Annual productivity allowance for relevant tools and resources.

• Opportunities for team events, all-company updates, and participation in employee resource groups.

• Catered lunches and stocked micro-kitchens available at Bay Area, Austin, Columbus, and New York City offices.