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Senior Operations Manager, Quality Control
Upstart · United States · Remote
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What Upstart asks for
From Upstart's Senior Operations Manager, Quality Control ad, checked 2 Nov 2026.
Team leadership and development
Managing and coaching a team of quality control or compliance testing professionals, setting performance goals and conducting consistent calibration.
Program design and sampling
Building risk-based quality control programs, including standardized testing criteria and statistically sound sampling methods for lending operations.
Remediation and root cause analysis
Identifying the root causes of process defects or regulatory risks and monitoring the implementation of corrective actions through to resolution.
Consumer financial regulations
Applying consumer protection regulations such as TILA, ECOA, FCRA, and FDCPA to lending operations and quality oversight.
Automation and AI testing tools
Evaluating or using AI tools, speech analytics, or automated monitoring to improve review coverage and efficiency.
The ad asks for 6 or more years of experience in consumer lending operations, quality control, or compliance testing within a regulated financial services environment. This role is remote in the United States.
How the example answers the ad
Three of the five requirements above, each matched to a line in the example.
Program design and sampling
“Developed a risk-based sampling methodology that reduced loan onboarding review times by 25% while maintaining 99% accuracy.”
Designing a risk-based sampling methodology for loan onboarding illustrates the program design and sampling requirement.
Automation and AI testing tools
“Utilized AI-based speech analytics to automate monitoring of 100% of collection calls, identifying 15% more compliance risks than manual sampling.”
Using AI-based speech analytics to monitor 100% of calls addresses the automation and AI testing tools requirement.
Team leadership and development
“Managed a team of 6 compliance analysts to oversee quality control for a $500M monthly lending volume.”
Directly managing 6 analysts for a $500M monthly lending volume shows the scale of team leadership and development.
The whole example as text
Nathan Williams · Senior Operations Manager
Summary
Senior Operations Manager with 8 years of experience in consumer lending and quality control. Leads teams of 6 analysts to improve regulatory compliance and operational efficiency. Designs risk-based sampling methodologies to streamline loan onboarding processes. Implements AI-driven speech analytics tools to optimize collection strategies and reduce risk exposure.
Experience
Senior Operations Manager · LendingClub
San Francisco, CA · 2023 - Present
- Managed a team of 6 compliance analysts to oversee quality control for a $500M monthly lending volume.
- Developed a risk-based sampling methodology that reduced loan onboarding review times by 25% while maintaining 99% accuracy.
- Utilized AI-based speech analytics to automate monitoring of 100% of collection calls, identifying 15% more compliance risks than manual sampling.
- Led the remediation of regulatory findings by performing root cause analysis on process defects, resulting in a 40% decrease in repeat audit errors.
Operations Team Lead · Prosper Marketplace
San Francisco, CA · 2020 - 2022
- Directed a consumer lending quality control unit of 4 professionals, improving performance scores by 20% over 18 months.
- Designed and executed a standardized QC program for loan origination, lowering the internal error rate from 3.5% to 0.8%.
- Collaborated with data science teams to integrate automated testing tools, resulting in a 30% reduction in departmental operational expenses.
Quality Assurance Analyst · Capital One
Richmond, VA · 2018 - 2020
- Supported lending operations by executing manual QC reviews for personal and auto loan portfolios.
- Identified critical process gaps in data entry that impacted TILA disclosure accuracy, decreasing error volume by 12% in the first year.
- Coordinated with legal and compliance departments to translate FDCPA requirements into actionable testing checklists for front-line staff.
Education
Bachelor of Business Administration in Finance · University of Texas at Austin
Austin, TX · 2014 - 2018
- Graduated with 3.8 GPA
- Honors Program in Financial Management
- Dean’s List recipient for 6 consecutive semesters
Skills
Frequently asked questions
Is the example from an employee?
No. It is an AI-written example for this ad, made to show how a resume can answer it.
Is this role remote?
Yes. The role is listed as remote within the United States. While the company is digital-first, teams typically meet in person once or twice per quarter for two to four days.
What time zone does the team work in?
The team operates on East Coast time.
Where do I apply?
On the official Upstart posting, through the job link on this page.
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