Customer Support Quality Analyst

3 days ago

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

+1 more states

🏄 California – Remote 🗽 New York – Remote 🌲 Oregon – Remote

💵 $81.7k - $102.2k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

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Mercury

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Mercury is a financial technology company that provides online business banking services, although it is not a bank itself. It partners with FDIC-insured banks like Choice Financial Group, Column N. A. , and Evolve Bank & Trust to offer banking services. Mercury aims to simplify financial operations for startups and businesses by offering a range of services including checking and savings accounts, treasury management, corporate cards, expense management, invoicing, and accounting automations. The platform is designed to streamline various banking tasks and enhance financial workflows with features like fraud monitoring and account security. It also offers investment opportunities through its Mercury Treasury product and startup support through its Mercury Raise platform.

201 - 500 employees

Founded 2019

💳 Fintech

💸 Finance

☁️ SaaS

📋 Description

• Mercury is turning banking into something like magic for startups. • Seeking a Quality Analyst to elevate customer experience as we scale. • Review customer interactions across email, phone, and messaging. • Assess solution effectiveness, technical accuracy, tone, and adherence. • Develop and refine quality control processes and improve training materials. • Collaborate with cross-functional teams to enhance customer-facing processes. • Use data and quality insights to recommend improvements. • Help strengthen the support team’s effectiveness and monitor QA data. • Participate in calibration sessions for quality standards alignment. • Bring creative perspectives and innovative ideas to QA methods. • Collaborate with leadership and partners to drive alignment.

🎯 Requirements

• 2+ years of experience in a Quality Assurance environment • Highly motivated self-starter, comfortable in a fast-paced environment • Enjoy solving complex problems and be comfortable challenging existing ideas • Work efficiently and independently, while knowing when to ask for help • Demonstrate an emphasis on quality, accuracy, and detailed documentation • Experience driving improvements to internal and external processes • Superb written communication skills, particularly for providing clear feedback • Balance constructive feedback with celebration of successes • Curious to learn about the US banking system, startups, and ecommerce • Adaptable and eager to grow, with a passion for championing quality

🏖️ Benefits

• Base salary • Equity (stock options) • Benefits