Customer Support Quality Analyst

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.

As a Quality Analyst, you’ll focus on reviewing customer interactions across email, phone, and messaging to assess solution effectiveness, technical accuracy, tone and empathy, and adherence to policies and procedures. Beyond assessments, you’ll play an active role in developing and refining quality control processes, improving training materials and knowledge resources, and collaborating with cross-functional teams to enhance our product and customer-facing processes.

With 200,000+ businesses on Mercury and growing daily, we need thoughtful, scalable approaches to quality. In this role, you’ll use data and quality insights to spot trends, recommend improvements, and help strengthen our support team’s effectiveness. Our product may feel beautifully simple, but there’s complexity under the hood — so a solid understanding of customer support best practices, quality assurance, and problem-solving will be key to success.

*Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group, Column N.A., and Evolve Bank & Trust; Members FDIC.

Here are some specific things you’ll do on the job:

• Perform regular quality assessments for the Customer Support team to ensure compliance with current policies and procedures
• Propose, contribute to, and support quality-related projects within the Customer Support team
• Provide feedback and recommendations to improve Customer Support Specialists’ performance on both an individual and team-wide level
• Collaborate on QA reporting and assist in maintaining QA procedures and process documentation
• Help monitor and analyze QA data to identify trends, anomalies, process gaps, and areas for improvement 
• Participate in regular calibration sessions to align on quality standards and ensure consistency in feedback and scoring
• Bring creative perspectives and innovative ideas to explore and evolve quality methods
• Collaborate cross-functionally with leadership, partners, and key stakeholders to drive alignment and elevate quality initiatives
• Be part of an evolving quality team, embracing change and shaping the future of our approach to quality and development.

You should: 

• Have 2+ years of experience in a Quality Assurance environment
• Be a highly motivated self-starter, comfortable working within a fast-paced environment
• Enjoy solving complex problems and be comfortable challenging existing ideas and flagging potential issues and opportunities 
• Work efficiently and independently, while knowing when to ask for help and collaborate
• Demonstrate an emphasis on quality, accuracy, and detailed documentation in your daily work 
• Have experience driving improvements to internal and external processes and products, whether in a formal QA role or through other opportunities 
• Have superb written communication skills, particularly for providing clear and actionable feedback
• Comfortably balance crafting feedback that shares constructive opportunities, celebrates work well done, and accounts for the needs of the person receiving it
• Be curious and willing to learn about the US banking system, startups, and ecommerce companies
• Be adaptable and eager to grow, with a passion for championing quality

The total rewards package at Mercury includes base salary, equity (stock options), and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following:

• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $90,800 - $102,200 USD
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $81,700 - $92,000 USD
• Canadian employees (any location): CAD $85,800 - $96,600

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.

#LI-DNI