Senior Customer Support Quality Analyst (Fintech)

TL;DR

Senior Customer Support Quality Analyst (Fintech): Transitioning quality management from scorecard-based to insights-driven and AI-assisted analysis with an accent on operational integrity and compliance. Focus on identifying behavioral patterns at scale, translating qualitative data into coaching strategies, and improving root-cause operational workflows.

Location: Remote within the US or Canada, or onsite/hybrid in Dublin (Ireland), San Francisco, New York, or Portland (USA)

Salary: $81,700 - $113,500 (USD), CAD $85,800 - $107,300, or €58,700 - €73,400 depending on location

Company

Mercury is a fintech company evolving quality management through AI-assisted analysis and coaching to scale responsibly.

What you will do

• Assess customer interactions for compliance, risk, and quality standards using strong judgment in ambiguous scenarios.
• Provide behavior-based feedback and actionable insights to support coaching and skill development.
• Leverage AI-assisted tools to investigate recurring behaviors and risks across large volumes of interactions.
• Connect findings to root causes, distinguishing between agent behavior, process gaps, and product issues.
• Synthesize patterns into clear guidance for Leadership and Enablement to drive operational improvements.
• Contribute to the experimentation and evolution of the AI-assisted Quality model.

Requirements

• 2–4+ years of experience in Quality Assurance or a related Customer Experience role, ideally in fast-paced or regulated environments.
• Strong quality judgment and systems thinking to identify patterns and root causes.
• Ability to translate QA data and qualitative examples into actionable operational recommendations.
• Experience with AI-assisted quality tooling (e.g., Rippit, Claude) and refining prompts to improve signal quality.
• Proven cross-functional communication skills and the ability to influence stakeholders.

Culture & Benefits

• Competitive base salary and equity package (stock options/RSUs).
• Comprehensive benefits based on geographic location.
• Commitment to diversity, belonging, and equal employment opportunity.
• Dynamic environment moving toward a modern, insights-driven Quality function.