Senior Operations Manager, Quality Control

About this 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, complaint...