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 stre... Click Apply to read the full job description.