Customer Support Quality Analyst - Remote

Overview

Mercury is working to turn banking into something like magic for a wide range of startup businesses. A key part of that magic is our thoughtful, product-driven support, and we’re looking for a Quality Analyst to help us elevate the customer experience as we scale.

In Short

• Perform regular quality assessments for the Customer Support team.
• Propose and support quality-related projects.
• Provide feedback to improve performance of Customer Support Specialists.
• Collaborate on QA reporting and maintain QA procedures.
• Monitor and analyze QA data for trends and improvements.
• Participate in calibration sessions for quality standards.
• Bring innovative ideas to evolve quality methods.
• Collaborate cross-functionally to drive alignment.
• Be part of an evolving quality team.

Requirements

• 2+ years of experience in a Quality Assurance environment.
• Highly motivated self-starter in a fast-paced environment.
• Enjoy solving complex problems and challenging ideas.
• Work efficiently and independently.
• Emphasis on quality, accuracy, and detailed documentation.
• Experience driving improvements in processes and products.
• Superb written communication skills.
• Balance constructive feedback with positive reinforcement.
• Curious about the US banking system and startups.
• Adaptable and eager to grow with a passion for quality.

Benefits

• Competitive base salary and equity (stock options).
• Comprehensive benefits package.
• Opportunities for professional development.
• Diversity and inclusion initiatives.
• Supportive work environment.