The Quality Assurance team is the voice of the customer inside Operations - monitoring contacts and loan reviews to make sure we deliver on our commitments to members and our regulators. This role leads the day-to-day QA function across all lending Operations lines of business, owning compliance and procedural monitoring, building targeted monitoring capabilities, and partnering closely with Compliance to keep risk in check as we scale.
Responsibilities
Lead a multi-tier QA team of 14+ Associates, Specialists, and Supervisors across Operations, setting clear priorities and removing blockers so the team can deliver
Own compliance and procedural monitoring across customer contacts and loan reviews, ensuring oversight standards are met at the department level
Build and maintain QA forms, calibration practices, and reporting that translate findings into action for Operations leaders
Use speech analytics and other monitoring tools (NICE, Calabrio, or similar) to surface risk signals earlier and prioritize where the team focuses
Apply AI tools thoughtfully to accelerate review sampling, trend analysis, and reporting - without trading away the rigor that lending and regulatory work require
Lead QA testing for pilots, new products, and vendor rollouts, providing actionable data during launch and feeding insights back into Operations and Compliance
Support audits, due diligence, and investor-level reporting (monthly and quarterly), and stay ahead of change management for systems and procedures across departments
Build durable partnerships with senior leaders across Operations, Compliance, and third-party vendors, and drive decisions through consensus
About You
5+ years of experience in QA, compliance monitoring, or operations in banking, lending, or Fintech, including direct people management; bachelor's degree in a related field; or equivalent work experience
Hands-on knowledge of lending Operations functions (sales, support, credit review, collections, vendor oversight) and the CFPB-mandated frameworks that govern them (FCRA, TCPA, UDAAP, etc.) - or the ability to come up the curve quickly
You've built or materially improved a QA program - forms, calibration, reporting, escalation paths - and can point to outcomes, not just activity
You hire and develop diverse talent, set a high performance bar, and create the conditions for Supervisors and Specialists to grow
You make decisions with extreme attention to detail and sound judgment, knowing when a finding informs a coaching moment versus when it needs to be escalated
You look for places where AI tools can remove friction and lift your team's output - and you're hands-on enough to know what's realistic, building a culture where experimentation is expected, learning is shared, and quality isn't traded for speed
You're translating AI capabilities into practical process improvements for Operations, and you hold the line on quality and compliance even as tools change
Strong written and verbal communicator who can move comfortably from a calibration session with Specialists to a quarterly review with investors or senior leadership
Requirements
Leadership experience spanning Sales, Credit, and Customer Support functions
Experience building use cases and tuning speech analytics platforms
Advanced Excel and Tableau (or comparable BI) skills, with a track record of identifying trends others miss
Experience standing up QA coverage for a new line of business or vendor program
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability,
Benefits
Health insuranceEquity / stock options
Additional Information
Current Employees of LendingClub: Please apply via your internal Workday Account
LendingClub (soon to be Happen Bank) is built around a simple purpose: to clear the way to help people turn intention into action, and action into financial progress. That means offering focused products, a frictionless mobile-first experience, and clear terms with no gotchas. Respect and fairness is part of our DNA, and that ideal shapes how we work, how we treat each other, and how we invest in our employees and our community. Join us in using data, bold thinking, and a commitment to innovation to help clear the way for millions of Americans to achieve more.
Lendingclub · Lehi, UT