Senior Customer Support Quality Analyst

About the role

Mercury is transforming its approach to quality assurance, moving beyond simple scoring to a method focused on insights and coaching. This role is central to that evolution, combining expertise in quality with AI tools to understand customer interactions and drive improvements.

Key facts

What you'll do

• Assess customer interactions for compliance, risk, and quality standards, applying judgment to complex situations.
• Lead calibration sessions to ensure consistency and fairness in quality evaluations.
• Provide constructive feedback on customer interactions to support agent coaching and development.
• Analyze large volumes of customer interactions using AI-assisted tools to identify trends and patterns.
• Investigate root causes of issues, differentiating between agent performance, process, and product problems.
• Recommend improvements to quality processes, workflows, and the overall customer experience.
• Communicate findings and insights to leadership and cross-functional teams to drive action.
• Contribute to the development and refinement of Mercury's quality assurance framework.

Requirements

• 2 to 4 or more years of experience in Quality Assurance or a related Customer Experience role, preferably in a fast-paced or regulated industry.
• Strong ability to evaluate processes and identify systemic issues, not just outcomes.
• Skill in investigating open-ended questions using data and qualitative examples.
• Ability to translate observed patterns into actionable recommendations for coaching and operational enhancements.
• Experience building trust and influencing stakeholders across different teams.
• Capacity to communicate insights clearly and proactively identify risks.
• Proven ability to drive initiatives forward with minimal supervision in evolving environments.
• Experience using AI-assisted analysis tools for customer interaction review.

Nice to have

• Experience refining prompts or queries for AI tools to improve data quality.

Skills & tools

• AI-assisted quality tooling (e.g., Rippit, Claude, or similar platforms)

Practical notes

• Total rewards include base salary, equity, and benefits.
• Salary ranges are competitive and updated regularly based on industry data.
• US employees in New York City, Los Angeles, Seattle, or San Francisco Bay Area: $90,800 - $113,500.
• US employees outside of New York City, Los Angeles, Seattle, or 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 is an Equal Employment Opportunity employer committed to diversity and inclusion.
• Reasonable accommodations are available for applicants with disabilities.