Senior Customer Support Quality Analyst

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.

We're looking for a Senior Quality Analyst to join us during this evolution. This role sits at the intersection of quality expertise, AI-assisted analysis, and cross-functional partnership—supporting compliance and integrity work while helping us leverage AI to better understand customer interactions at scale and translate those insights into meaningful improvements.

*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

On the job, you will:

• 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.

You should have: 

• 2–4+ years of experience in Quality Assurance or a related Customer Experience role, ideally in a fast-paced, operationally complex, or regulated environment
• Strong quality judgment and systems thinking: You can evaluate how work is done