Senior Operations Manager, Quality Control

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.

• 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.

• 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.