Overview
Think about how frustrating it usually is when customer support quality feels like a rigid checklist rather than a real conversation. At Mercury, we are ripping up that old playbook. We are shifting toward an insights-driven, coaching-focused approach that genuinely helps our teams learn, improve, and scale. We need a Senior Customer Support Quality Analyst to join us right now while this evolution is actively happening. This role sits right at the intersection of quality expertise, AI-assisted analysis, and cross-functional partnership. You will support compliance and integrity work while helping us leverage modern tools to better understand customer interactions at scale. Best of all? This is a fully remote, worldwide opportunity so you can work from wherever you do your best thinking.
Key Responsibilities
- 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 all quality evaluations.
- Provide thoughtful, actionable behavior-based feedback on customer interactions to help agents grow.
- Collaborate with cross-functional partners to translate insights from customer conversations into meaningful operational improvements.
Requirements
- Proven experience in customer support quality assurance, ideally within a fast-paced fintech or tech-forward environment.
- Deep familiarity with compliance, risk assessment, and operational integrity standards.
- Experience utilizing AI-assisted analysis tools to evaluate customer interactions at scale is a huge plus.
- Exceptional critical thinking skills with the ability to navigate ambiguous or complex edge cases with confidence.
What You'll Gain
- The chance to shape the future of quality assurance at an innovative fintech company.
- Complete geographic freedom with a fully remote work model that spans the globe.
- Meaningful collaboration with smart teammates who genuinely care about coaching and growth.
How to Apply
Click the apply button below to view the full job details and submit your application directly through the employer's official page.
