Senior Operations Manager, Quality Control

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.

Responsibilities

• 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