Senior Operations Manager, Quality Control

About Upstart

At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence.

As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 3,000 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress.

We’re proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City, you’ll have the support to work in the way that works best for you.

If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you.

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.