Senior Customer Support Quality Analyst

📋 Description

• Drive quality consistency and operational integrity in reviews.
• Deliver behavior-based quality insights for coaching.
• Investigate patterns at scale using AI-assisted analysis.
• Connect insights to root causes and operational improvements.
• Translate insights into coaching for leadership and teams.
• Contribute to the evolution of Mercury's Quality model.

🎯 Requirements

• 2–4+ years in QA or CX roles in fast-paced, regulated environments.
• Strong quality judgment and systems thinking across people, processes, tools.
• Insight generation using QA data and AI-assisted analysis.
• Cross-functional communication and influence across teams.
• Ownership, adaptability, and continuous improvement mindset.
• AI-assisted quality tooling experience with tools like Rippit or Claude.

🎁 Benefits

• Diversity and belonging; Equal Opportunity employer.
• Reasonable accommodations during recruitment.
• Flexible options: remote or in-office where available.