Remote Senior Quality Control Lead — AI-Driven Lending

Upstart; United States; Remote; USD 105,000 - 145,000; Full time

Benefits offered by this job

Competitive compensation

Equity grants

401(k) match

Health coverage

Job summary

Upstart is seeking a Senior Operations Manager, Quality Control to lead a team of five QC professionals and drive a scalable, risk-based QC program. You will blend hands-on program development with people leadership across Operations, Compliance, and Risk to strengthen testing methodologies.

You will partner with cross‑functional teams to implement AI-enabled testing, improve coverage, and ensure regulatory compliance while maintaining strong human oversight. Remote work available in the US.

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.

Responsibilities

• 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.

Skills

Quality control

Team leadership

Risk-based testing

Regulatory knowledge

AI-enabled testing

Education

Experience in regulated financial services

Tools

Call monitoring tools

Data analytics

Job description

Upstart is seeking a Senior Operations Manager, Quality Control to lead a team of five QC professionals and drive a scalable, risk-based QC program. You will blend hands-on program development with people leadership across Operations, Compliance, and Risk to strengthen testing methodologies.

You will partner with cross‑functional teams to implement AI-enabled testing, improve coverage, and ensure regulatory compliance while maintaining strong human oversight. Remote work available in the US.