Senior Customer Support Quality Analyst

Job Summary

.png?1769559152) Back to jobs Senior Customer Support Quality Analyst Dublin, Ireland; San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States Apply Mercury is evolving how we think about Quality — moving from a primarily scorecard-based model toward an insights-driven, coaching-focused approach that helps teams learn, improve, and scale responsibly. We're looking for a Senior Quality Analyst to join us during this evolution. This role sits at the intersection of quality expertise, AI-assisted analysis, and cross-functional partnership—supporting compliance and integrity work while helping us leverage AI to better understand customer interactions at scale and translate those insights into meaningful improvements. Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC. On the job, you will: Drive quality consistency and operational integrity:Review customer interactions to assess compliance, risk, and quality standards, applying strong judgment in ambiguous or edge-case scenarios. Lead and contribute to calibration efforts that strengthen fairness, alignment, and consistency across quality evaluations. Deliver behavior-based quality insights: Provide thoughtful, actionable feedback on customer interactions,...