Senior Manager, Quality Control

The RoleAs the Quality Control Senior Manager, you will be a part of the Operations Support team. This role involves overseeing the quality assurance/quality control processes related to customer interactions, monitoring performance metrics, and leading a team to enhance the overall quality and efficiency of Prosper team members and individuals at our vendor sites. Primary lines of business within the scope of this role include: customer support, sales, escalations & complaints, collections, investor services, verification, home equity, and other supporting functions impacting the customer experience.  We are looking for a demonstrated leader with the proven ability to effectively build and expand quality assurance/quality control while being a strong cross-functional partner. This candidate will be comfortable in driving accountability, excellence, and outcomes among the quality control team and the broader organization.

What You Will Do

• Enhance, develop, and implement a rigorous quality assurance/quality control monitoring process to evaluate effectiveness within operations for all lines of business
• Align quality control department goals with operations’ vision for a brand enhancing experience
• Lead, mentor, and inspire a team of quality control agents, fostering a culture of excellence, collaboration, accountability, and continuous improvement.
• Define and implement performance metrics for the quality control department
• Drive automation of quality assurance/quality control processes and reporting to improve operational effectiveness
• Work collaboratively with cross functional leaders and operations support to ensure continuous delivery of valuable metrics to help drive desired outcomes
• Identify opportunities for process improvements within the quality control department and operations

About You

• BA/BS preferred or equivalent experience in the financial services industry
• 8+ years of Quality Control/ Quality Assurance experience in a call center/operations environment
• 5+ years of experience in people leadership and development
• Demonstrated success in building quality control/quality assurance processes
• Excellent analytical, problem-solving, and decision-making skills
• Ability to collaborate effectively with cross-functional teams
• Experience working in hybrid role, this role is required to be in the Phoenix office on Wednesdays & Thursdays each week

What We Offer

• The opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people's lives
• The opportunity to work in a fast-paced environment with experienced industry leaders
• Flexible time off, comprehensive health coverage, competitive salary, paid parental leave
• Wellness benefits including access to mental health resources, virtual HIIT and yoga workouts
• A bevy of other perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and additional discounts.

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About Our Operations TeamRooted in our values, Prosper’s Operations team is driven by how we can improve the customer experience, always thinking there must be a better way. If you are looking for a mission driven company with a great culture, check us out! As a Prosper employee, you will have the opportunity to take ownership of your career - we offer learning opportunities and career development plans. Come join a dedicated, diverse community that will help you discover your fullest potential! Are you ready to Prosper? 
About UsFounded in 2005 as the first peer-to-peer marketplace lending platform in the U.S., Prosper was built on a simple idea: connect people who want to borrow money with those who want to invest. Since inception, Prosper has helped more than a million people gain access to affordable credit with over $23 billion in loans originated through its platform. Our mission is to help our customers advance their financial well-being through a variety of products including personal loans, credit, home equity lines of credit (HELOC), and our newest product, HELoan. Our diverse culture rewards accountability and cross functional teamwork because we believe this encourages innovative thinking and helps us deliver on our mission.   We’re on a mission to hire the very best, and we are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere. It is important to us that every hire connects with our vision, mission, and core values. Join a leading fintech company that’s democratizing finance for all!  
Our ValuesDiversity expands opportunitiesCollaboration creates better solutions Curiosity fuels our innovationIntegrity defines all our relati