About the position
Upstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than two-thirds of Upstart loans are approved instantly and are fully automated. Upstart is a digital-first company, which means that most Upstarters live and work anywhere in the United States. However, we also have offices in San Mateo, California; Columbus, Ohio; and Austin, Texas. Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we’d love to hear from you! The Team Upstart’s Borrower Operations team is handling all inquiries from current Upstart borrowers. We work with many stakeholders to assure that we provide the best services and swift resolutions for our customers. As the Senior Analyst, Quality Assurance at Upstart, you will be in the details of the business to understand major trends, agent experience, and identify people, product and process opportunities.
Responsibilities
- Transform Quality Audit Data into Actionable Insights
- Conduct in-depth analysis of quality audit trends to identify systemic borrower pain points and operational inefficiencies.
- Develop data-driven recommendations that enhance borrower experience, improve compliance adherence, and drive operational excellence.
- Synthesize insights into clear documentation to inform Servicing leadership and cross-functional teams.
- Drive Continuous Improvement in Borrower Experience, Compliance, and Risk Mitigation
- Leverage audit findings, reporting data, and other available resources to proactively identify compliance risks, procedural inconsistencies, and efficiency gaps in servicing and support functions.
- Partner with Compliance, Legal, Training, and Risk teams to ensure all borrower interactions align with regulatory requirements while maintaining a seamless and positive borrower experience.
- Lead initiatives to enhance resolution processes, optimize servicing workflows, and improve agent effectiveness based on QA insights.
- Optimize Training, Coaching, and Process Development
- Use quality performance data to refine training programs and coaching strategies, ensuring frontline agents are equipped to deliver exceptional borrower support.
- Collaborate with Product, Training, and Process Excellence teams to implement process and system improvements that reduce errors and enhance efficiency.
- Develop key performance indicators (KPIs) and success metrics that measure the impact of quality initiatives on borrower satisfaction and operational outcomes.
- Enhance Cross-Functional Collaboration & Operational Strategy
- Influence policy updates, AI-driven support enhancements, and process automation based on QA-driven findings.
- Communicate reporting and findings to various operational, process and product teams across the organization.
- Drive initiatives that streamline audit procedures, improve reporting capabilities, and enhance overall servicing efficiency.
Requirements
- 4+ years experience in process or product improvement, quality assurance, or a combination.
- Knowledge of some or all applicable regulations FCRA, TILA, FDCPA, ECOA, UDAAP, EFTA, BSA/AML, OFAC, GLBA.
- Must have strong verbal and written communication with the ability to think critically and present information in a clear and concise manner.
- Demonstrate ability to learn fast and apply learnings to work.
- Balance ability to work fast with a high degree of accuracy and detail.
- Proven track record of taking ownership of issues and driving results.
- Strong sense of discretion and professionalism.
Nice-to-haves
- Experience with Fair Lending analysis is a plus.
- Bilingual: Spanish and English is a plus.
- BA/BS degree.
Benefits
- Competitive Compensation (base + bonus & equity)
- Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart
- 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
- Employee Stock Purchase Plan (ESPP)
- Life and disability insurance
- Generous holiday, vacation, sick and safety leave
- Supportive parental, family care, and military leave programs
- Annual wellness, technology & ergonomic reimbursement programs
- Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
- Catered lunches + snacks & drinks when working in offices
