Senior Operations Manager, Quality Control

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

Benefits offered by this job

401(k) retirement with company match

Health, dental, and vision insurance

Stock Purchase Plan

Remote-first flexibility

Paid time off and holidays

Annual wellness allowance

Company-provided equipment and onsite?

Job summary

Jobgether is seeking a Senior Operations Manager, Quality Control in the United States. You will lead a team of five QC professionals, build a scalable risk-based QA program, and partner with Operations, Compliance, and Risk to close gaps and drive improvements.

You will explore AI-enabled testing and automation to improve coverage while maintaining appropriate human oversight, with remote-first flexibility and periodic onsite collaboration.

Qualifications

• Minimum 6 years in consumer lending operations, quality control, compliance testing, or operational risk.
• Experience managing quality control or compliance testing teams in a regulated environment.
• Proven track record developing frontline QA programs including call monitoring and agent reviews.
• Experience designing sampling methodologies and documented quality assessment processes.
• Ability to manage findings, root-cause analysis, and remediation tracking.
• Strong communication and stakeholder management across multiple teams.

Responsibilities

• Lead, coach, and develop a team of five quality control professionals, setting clear performance expectations, establishing calibration practices, and ensuring testing execution.
• Build and continuously enhance a scalable, risk-based QA program supporting regulatory compliance and audit readiness.
• Develop risk-based testing plans, criteria, sampling methodologies, and documentation of quality assessments.
• Oversee frontline quality reviews across onboarding, servicing, complaints, and collections.
• Identify regulatory risks, process defects, control weaknesses, and customer impact through quality assessments.
• Partner with Operations, Compliance, and Risk to communicate findings, investigate root causes, and monitor remediation.
• Establish reporting frameworks and metrics highlighting quality trends and opportunities to improve outcomes.
• Collaborate with cross-functional teams to evaluate AI-enabled QA tools and automated monitoring capabilities.
• Improve testing efficiency and coverage through automation while preserving human oversight.
• Support readiness for bank partner oversight and regulatory examinations.

Skills

Quality control leadership

Regulatory understanding

Root cause analysis

Stakeholder management

Team coaching

Job description

About the role

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Senior Operations Manager, Quality Control based in the United States. Lead a quality control function dedicated to strengthening operational performance, protecting customers, and supporting regulatory compliance across the consumer lending lifecycle. In this senior leadership role, you will manage a team of five quality control professionals while building and scaling a risk-based quality control program. You will partner closely with Operations, Compliance, and Risk teams to identify control gaps, investigate root causes, and drive meaningful improvements. Your work will help ensure frontline activities meet established standards and that quality findings translate into measurable business outcomes. You will also explore AI-enabled testing and automation to improve review coverage, efficiency, and consistency while maintaining appropriate human oversight. This remote opportunity offers the chance to shape quality practices in a dynamic financial services environment. The team operates primarily in Eastern Time, with periodic in-person collaboration through team meetings and company onsites.

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.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.