Senior Operations Manager, Quality Control
J
JobgetherConsumer lending
Based in the United States, The team operates primarily in Eastern TimeFull-TimeManager
SalaryBase 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.
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Job Details
- Experience
- At least 6 years of experience in consumer lending operations, quality control, compliance testing, or operational risk within a regulated financial services environment.
- Required Skills
- Quality Assurance
Requirements
- Have at least 6 years of experience in consumer lending operations, quality control, compliance testing, or operational risk in regulated financial services.
- Have direct experience managing quality control, quality assurance, or compliance testing teams in a regulated organization.
- Have developed, implemented, or managed frontline operational quality control programs.
- Have experience with call monitoring, agent interaction reviews, and assessments of adherence to procedures.
- Have experience designing or executing sampling methodologies, standardized testing criteria, and documented quality assessment processes.
- Be able to manage quality findings, perform root-cause analysis, track corrective actions, and monitor remediation in regulated environments.
- Bring analytical, organizational, and problem-solving skills to translate quality findings into practical process improvements.
- Have communication and stakeholder management skills for collaboration across Operations, Compliance, Risk, and technical teams.
- Preferred: Knowledge of UDAAP, TILA, ECOA, FCRA, FDCPA, and GLBA and their application to lending operations.
- Preferred: Experience evaluating or implementing AI-enabled quality assurance tools, speech analytics, or automated compliance monitoring.
- Preferred: Experience supporting bank partner oversight, regulatory examinations, and internal or external audits.
- Preferred: Background in fintech or a rapidly evolving financial services environment.
Responsibilities
- Lead, coach, and develop a team of five quality control professionals, setting performance expectations and calibration practices.
- Build and continuously enhance a scalable, risk-based quality control program.
- Develop risk-based testing plans, standardized review criteria, sampling methodologies, and documentation for quality assessments.
- Oversee frontline quality reviews of calls, agent interactions, and adherence to procedures across onboarding, servicing, complaints, and collections.
- Identify regulatory risks, process defects, control weaknesses, and potential customer impacts through quality assessments.
- Partner with Operations, Compliance, and Risk stakeholders to communicate findings, investigate root causes, recommend corrective actions, and monitor remediation.
- Establish reporting frameworks and metrics for quality trends, emerging risks, control effectiveness, and improvement opportunities.
- Evaluate AI-enabled quality assurance tools, speech analytics, and automated compliance monitoring with cross-functional and technical teams.
- Improve testing efficiency and review coverage through automation while maintaining human oversight and governance.
- Support operational improvement and readiness for bank partner oversight, regulatory examinations, and audits.
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