Product Quality Manager

Upstart is a leading AI lending marketplace focused on reducing the cost and complexity of borrowing for Americans. The Secured Lending Quality Manager will lead the quality control execution across secured lending products, ensuring compliance and operational excellence in a fast-paced environment.

Responsibilities:

• Lead execution of Upstart’s secured lending quality control program across origination, servicing, and collections, including pre-close and post-close reviews, compliance testing, denied/withdrawn application reviews, investor defect analysis, and non-performing loan reviews
• Oversee QC sampling methodology and ensure risk-based, statistically sound sample selection aligned with regulatory expectations
• Serve as product owner for the QC Engine, including rule approval, output validation, threshold calibration, and performance reporting
• Drive root cause analysis and remediation for defect trends, investor kickouts, repurchase demands, early payment defaults, and other quality issues
• Develop quality reporting, dashboards, and trend analyses for senior leadership, including defect trends, escape rates, cure rates, sampling coverage, and corrective action status
• Prepare the Quality function for audits and regulatory exams through strong documentation, evidence management, and examination-ready processes
• Partner with Operations, Compliance, Legal, Risk, and servicing teams to align on quality standards, escalation paths, and remediation timelines
• Oversee third-party, subservicer, servicing, and collections quality reviews, including compliance with applicable consumer lending requirements
• Support model risk monitoring through quality reviews tied to credit decisioning, adverse action accuracy, and early default trends

Requirements:

• 7+ years of experience in quality control, compliance testing, or risk management in consumer lending, including secured lending products such as mortgage, home equity, or auto
• 2+ years of experience leading a QC team or managing quality analysts or auditors
• Experience conducting pre-close and post-close file reviews, defect identification, root cause analysis, and corrective action management
• Experience with regulatory exams and responses involving agencies such as the OCC, FDIC, CFPB, or state regulators
• Experience designing or implementing QC sampling methodologies, including random and risk-based sampling
• Experience with non-performing loan reviews, early default analysis, repurchase reviews, or servicing quality oversight
• Working knowledge of key consumer lending regulations applicable to secured products
• Bachelor's degree or equivalent practical experience
• Experience with AI-powered or automated QC tools
• Experience with investor delivery requirements, repurchase demands, or loan buybacks
• Experience with third-party and subservicer oversight frameworks
• Experience building dashboards, executive reporting, or board-ready quality materials
• Ability to translate complex regulatory requirements into practical QC procedures and testing frameworks
• Strong cross-functional communication skills in a fast-paced lending environment