Director, Quality Assurance

When you join Sallie Mae, you become a champion for all students.

We’re on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big.

Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We’re changing. Because students need a better way.

We’re looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students—and for each other.

This is where diverse backgrounds, beliefs, and perspectives matter. It’s where you’re empowered to bring your authentic self to work.

Feeling your best allows you to do your best. Our benefits take care of the whole you—from physical and mental to financial and professional. You’ll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more.

We’re obsessed with impact and making a real difference. For us, that means putting relationships first, asking “why not?” when tackling challenges, and continuously learning new skills.

Come do more than join something, change something. For students, for future generations, for the future of education.

What You'll Contribute The Director of Vendor Quality Assurance will be responsible for leading end-to-end governance, risk management, and performance oversight of third-party vendor relationships. This role serves as a critical function, ensuring vendors operate in alignment with regulatory requirements, internal policies, and organizational standards while delivering consistent, high-quality outcomes that support broader business objectives. This role will ensure effective analysis and measurements of key risks are established, measured, and monitored.

Additionally, leads identification and remediation of findings from other internal/external reviews. Additional responsibilities at the direction of the Senior Leadership pertaining to operational risk may be assigned. The Director will engage with business and process owners on a detailed and daily basis.

What You'll DoDevelop and execute the vendor quality assurance strategy for the organization

Establish and maintain vendor quality standards, policies, and procedures that meet or exceed industry standards and customer expectations

Ensure vendor adherence to collections-specific regulatory requirements, including appropriate handling of borrower communications and third-party disclosures.

Establish controls to monitor customer interactions, settlement practices, and recovery activities to prevent regulatory violations.

Oversee quality review frameworks for call monitoring, correspondence, and account handling activities aligned to risk criteria.

Build and lead a team of quality assurance professionals

Develop and implement quality metrics and reporting to measure the effectiveness of quality assurance initiatives.

Deliver executive-level reporting on vendor quality/compliance performance, and risk exposure.

Work closely with cross-functional teams to ensure quality practices are implemented across the organization

Drive continuous improvement in quality processes and systems

Identify and address quality issues and risks proactively

Conduct quality audits on-site at vendor locations to assess performance, compliance, and control effectiveness.

Lead end-to-end vendor lifecycle governance, including due diligence, onboarding, ongoing monitoring, and termination strategies from a quality/compliance perspective.

Partner with the business, Vendor Management Office (VMO), Legal, and Compliance on risk tiering and vendor segmentation.

Oversee third-party due diligence and ongoing monitoring programs to mitigate operational, compliance, reputational, and strategic risk Provide leadership and guidance to the organization on quality-related matters

The above information is…