Mercury

1 day ago

Senior Customer Support Quality Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Own and improve the quality evaluation of customer interactions by assessing compliance, risk, and quality standards, including edge cases and calibration efforts. Use AI-assisted analysis, QA data, and qualitative examples to identify recurring patterns and signals at scale. Translate findings into behavior-based feedback and root-cause-driven recommendations, enabling coaching and measurable improvements with leadership and cross-functional partners.

Location: Dublin, San Francisco, New York

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Review customer interactions to assess compliance, risk, and quality standards, including ambiguous or edge-case scenarios.
•Lead and contribute to calibration efforts to strengthen fairness, alignment, and consistency across quality evaluations.
•Use AI-assisted tools, QA data, and qualitative analysis to uncover recurring behaviors, risks, and opportunities at scale.
•Identify root causes across agent behavior, process gaps, and product/tooling issues, then recommend improvements to quality workflows and customer experience.
•Synthesize patterns into clear coaching guidance and cross-functional actions for leadership and enablement, supporting measurable improvements and ongoing evolution of the quality model.

Key Requirements

•2–4+ years in Quality Assurance or a related Customer Experience role, ideally in fast-paced, operationally complex, or regulated environments.
•Strong quality judgment and systems thinking to evaluate work processes and identify patterns, root causes, and improvement opportunities across people, processes, and tooling.
•Ability to generate insights and solve problems using QA data, qualitative examples, and AI-assisted analysis to produce clear, actionable recommendations.
•Cross-functional communication and influence to align stakeholders on risks, gaps, and improvement actions with strong follow-through.
•Experience with AI-assisted quality tooling (e.g., Rippit, Claude) and refining prompts/queries to improve signal quality and reduce noise.

Experience:2+ years

Skills:Quality judgmentSystems thinkingProblem-solvingCross-functional communicationContinuous improvement

Languages:English

Tech Stack:RippitClaude

Company Brief

Mercury

Provides banking and financial infrastructure for startups and small businesses, offering business checking accounts, payments, debit cards, venture debt integrations, and treasury services via a developer-friendly platform.

Industry: Fintech Infrastructure

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2017

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Mercury

1 day ago

Senior Customer Support Quality Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Location: Dublin, San Francisco, New York

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Review customer interactions to assess compliance, risk, and quality standards, including ambiguous or edge-case scenarios.
•Lead and contribute to calibration efforts to strengthen fairness, alignment, and consistency across quality evaluations.
•Use AI-assisted tools, QA data, and qualitative analysis to uncover recurring behaviors, risks, and opportunities at scale.
•Identify root causes across agent behavior, process gaps, and product/tooling issues, then recommend improvements to quality workflows and customer experience.
•Synthesize patterns into clear coaching guidance and cross-functional actions for leadership and enablement, supporting measurable improvements and ongoing evolution of the quality model.

Key Requirements

•2–4+ years in Quality Assurance or a related Customer Experience role, ideally in fast-paced, operationally complex, or regulated environments.
•Strong quality judgment and systems thinking to evaluate work processes and identify patterns, root causes, and improvement opportunities across people, processes, and tooling.
•Ability to generate insights and solve problems using QA data, qualitative examples, and AI-assisted analysis to produce clear, actionable recommendations.
•Cross-functional communication and influence to align stakeholders on risks, gaps, and improvement actions with strong follow-through.
•Experience with AI-assisted quality tooling (e.g., Rippit, Claude) and refining prompts/queries to improve signal quality and reduce noise.

Experience:2+ years

Skills:Quality judgmentSystems thinkingProblem-solvingCross-functional communicationContinuous improvement

Languages:English

Tech Stack:RippitClaude

Company Brief

Mercury

Industry: Fintech Infrastructure

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2017

Website LinkedIn