### Who you are
- 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 setting
- 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, or internal and external audits
- Ability to collaborate across Operations, Compliance, Risk, and technical teams to translate quality findings into sustainable process improvements
- Experience working in a fintech or evolving financial services environment, with the ability to balance regulatory expectations, operational efficiency, and continuous improvement ### What the job involves
- 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
- 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 ### Benefits
- Comprehensive health plans
- 401k Plan
- Annual wellness reimbursement
- Disability insurance
- Generous vacation policy
- Flexible time off
- Parental leave
- Family forming benefits through Carrot
- Technology equipment budget
- Personal development budget
- Various clubs and extracurricular activities
- Catered lunches
- Fully stocked micro-kitchen

📌 Senior Operations Manager (Canada)
🏢 Upstart
📍 Canada