Senior Customer Support Quality Analyst

Join Mercury as a Senior Customer Support Quality Analyst to enhance quality through insights-driven approaches and AI-assisted analysis, improving customer interactions and operational integrity. 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.

• •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, identifying strengths, opportunities, and recurring behaviors that support coaching, skill development, and performance improvement.
• •Investigate patterns and uncover meaningful signals at scale: Leverage AI-assisted tools, QA data, and qualitative analysis to identify recurring behaviors, risks, and opportunity areas across large volumes of customer interactions, surfacing trends that would be difficult to identify through manual review alone.
• •Connect insights to root causes and operational improvements: Distinguish between agent behavior, process gaps, and product or tooling issues to identify root causes and translate findings into actionable recommendations for quality processes, workflows, and customer experience improvements.
• •Translate insights into coaching and cross-functional action: Synthesize patterns and signals into clear, actionable guidance for Leadership, Enablement, and cross-functional partners, helping drive follow-through and measurable improvements across support operations.
• •Contribute to the evolution of the Quality model: Support experimentation, iterative improvement, and new approaches to understanding customer interactions at scale as Mercury continues evolving toward a more insights-driven, AI-assisted Quality function.

• •The total rewards package at Mercury includes base salary, equity (stock options/RSU’s), 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 - $113,500
• •US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $81,700 - $102,200
• •Canadian employees (any location): CAD $85,800 - $107,300
• •Ireland (any location): €58,700 - €73,400
• •Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer.