Manager, Quality Assurance

Job Description

Job Description

We’re looking for a practical, data-driven leader to advance our Operations Quality Assurance program across our teams. The ideal candidate combines strong people leadership with experience building quality standards, using analytics to identify risk, and translating findings into measurable operational improvements. They’re also comfortable leveraging automation and AI responsibly to strengthen quality oversight and drive performance. 

What You’ll Do

• Lead and advance the Operations QA program across teams. 
• Establish consistent quality standards, monitoring methodologies, calibration practices, and reporting. 
• Use data, analytics, automation, and AI-enabled tools to identify trends, assess risk, and improve performance. 
• Coach and develop QA team members while driving accountability and continuous improvement. 
• Partner with Operations, Compliance, Technology, and Learning & Development to translate quality insights into corrective actions and measurable results. 

What to Expect in This Role

• A high-impact leadership role with the opportunity to shape the future of QA. 
• A blend of people leadership, strategy, analytics, technology, and process improvement. 
• Regular collaboration with senior leaders, clients, and cross-functional teams. 
• The opportunity to expand quality oversight through responsible use of automation and AI. 
• A fast-paced, evolving environment where quality insights help inform business decisions. 

You’ll Be a Great Fit If You

• Enjoy turning data and insights into meaningful business improvements. 
• Are passionate about building strong teams and developing talent. 
• Communicate recommendations clearly and confidently to executives and clients. 
• Balance strategic thinking with hands-on problem-solving. 
• See technology as an opportunity to modernize quality assurance and strengthen operational performance. 

What You Bring – Required

• 5+ years of quality assurance experience in financial services, servicing, collections, or another regulated environment. 
• 3+ years of people leadership experience. 
• Strong knowledge of quality monitoring, calibration, root-cause analysis, and operational controls. 
• Experience using analytics, automation, AI-enabled tools, or other technology to improve quality or performance. 
• Strong leadership, communication, analytical, and stakeholder-management skills.  

What You Bring – Nice to Have

• Experience in consumer finance, loan servicing, collections, banking, or fintech. 
• Experience leading QA across multiple locations or nearshore/offshore teams. 
• Experience implementing speech/text analytics, automated quality monitoring, or AI-assisted evaluations. 
• Experience presenting quality insights and recommendations to clients or senior leaders. 

Success Looks Like

• Quality standards and calibration are consistent across teams. 
• Operational risks and performance trends are identified early and addressed effectively. 
• Analytics and technology expand quality coverage and generate actionable insights. 
• Quality findings lead to measurable operational, compliance, and training improvements. 
• Leaders and clients receive clear, actionable reporting that supports business decisions. 

Why Goal Solutions

• Competitive salary + bonus eligibility   
• 401(k) with 4% company match   
• Medical, dental, vision, and HSA ($1,700 annual contribution)   
• 14 paid holidays (including your birthday)   
• Paid parental leave, tuition reimbursement, and long-term incentives  
• A highly visible opportunity to build, innovate, and make an impact 

Apply

If you’re a quality leader who wants to do more than maintain a QA program and instead help build what’s next, we’d love to hear from you.