{"id":327806,"date":"2026-07-22T00:00:00","date_gmt":"2026-07-21T23:00:00","guid":{"rendered":"https:\/\/www.remotetribe.life\/remotejobs\/job\/senior-customer-support-quality-analyst\/"},"modified":"2026-07-22T00:00:00","modified_gmt":"2026-07-21T23:00:00","slug":"senior-customer-support-quality-analyst","status":"publish","type":"job_listing","link":"https:\/\/www.remotetribe.life\/remotejobs\/job\/senior-customer-support-quality-analyst\/","title":{"rendered":"Senior Customer Support Quality Analyst"},"content":{"rendered":"<p>Mercury is evolving how we think about Quality \u2014 moving from a primarily scorecard-based model toward an insights-driven, coaching-focused approach that helps teams learn, improve, and scale responsibly.<\/p>\n<p>We&#8217;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\u2014supporting compliance and integrity work while helping us leverage AI to better understand customer interactions at scale and translate those insights into meaningful improvements.<\/p>\n<p><em>*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.<\/em><\/p>\n<p>\u00a0<\/p>\n<h2><strong>On the job, you will:<\/strong><\/h2>\n<ul>\n<li><strong>Drive quality consistency and operational integrity: <\/strong>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.<\/li>\n<li><strong>Deliver behavior-based quality insights:<\/strong> Provide thoughtful, actionable feedback on customer interactions, identifying strengths, opportunities, and recurring behaviors that support coaching, skill development, and performance improvement.<\/li>\n<li><strong>Investigate patterns and uncover meaningful signals at scale: <\/strong>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.<\/li>\n<li><strong>Connect insights to root causes and operational improvements:<\/strong> 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.<\/li>\n<li><strong>Translate insights into coaching and cross-functional action:<\/strong> 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.<\/li>\n<li><strong>Contribute to the evolution of the Quality model:<\/strong> 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.<\/li>\n<\/ul>\n<h2><strong>You should have:\u00a0<\/strong><\/h2>\n<ul>\n<li><strong>2\u20134+ years of experience in Quality Assurance or a related Customer Experience role,<\/strong> ideally in a fast-paced, operationally complex, or regulated environment<\/li>\n<li><strong>Strong quality judgment and systems thinking:<\/strong> You can evaluate how work is done \u2014 not just outcomes \u2014 and identify patterns, root causes, and opportunities for improvement across people, processes, and tooling<\/li>\n<li><strong>Insight generation and problem-solving skills<\/strong>: You\u2019re able to investigate open-ended questions using QA data, qualitative examples, and AI-assisted analysis, translating patterns into clear, actionable recommendations that support coaching and operational improvement\u00a0<\/li>\n<li><strong>Cross-functional communication and influence:<\/strong> You build trust across teams, communicate insights clearly, surface risks and gaps proactively, and help stakeholders align on actions and move improvement efforts forward through strong follow-through and coordination<\/li>\n<li><strong>Ownership, adaptability, and continuous improvement mindset:<\/strong> You operate effectively in evolving environments, move ideas into action with minimal guidance, and proactively identify ways to improve systems, workflows, and quality practices over time<\/li>\n<li><strong>AI-assisted quality tooling experience:<\/strong> Experience using AI-assisted analysis tools (such as Rippit, Claude, or similar platforms) to investigate customer interactions, identify meaningful patterns, and support operational decision-making. Curiosity and experience refining prompts or queries to improve signal quality and reduce noise is highly valued.<\/li>\n<\/ul>\n<p>\u00a0<\/p>\n<p>The total rewards package at Mercury includes base salary, equity (stock options\/RSU\u2019s), and benefits.<\/p>\n<p>Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate\u2019s experience, expertise, geographic location, and internal pay equity relative to peers.<\/p>\n<p>Our target new hire base salary ranges for this role are the following:<\/p>\n<ul>\n<li><em>US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $90,800 &#8211; $113,500<br \/><\/em><\/li>\n<li><em>US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $81,700 &#8211; $102,200<br \/><\/em><\/li>\n<li><em>Canadian employees (any location): CAD $85,800 &#8211; $107,300<br \/><\/em><\/li>\n<li><em>Ireland (any location): \u20ac58,700 &#8211; \u20ac73,400<\/em><\/li>\n<\/ul>\n<p>Mercury values diversity &amp; belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.<\/p>\n<p>#LI-AS1<\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Mercury is evolving how we think about Quality \u2014 moving from a primarily scorecard-based model toward an insights-driven, coaching-focused approach that helps teams learn, improve, and scale responsibly. We&#8217;re looking&#8230;<\/p>\n","protected":false},"author":1,"featured_media":327807,"template":"","meta":{"_promoted":"","_job_location":"USA, Canada, Ireland","_application":"https:\/\/jobicy.com\/jobs\/149617-senior-customer-support-quality-analyst","_company_name":"Mercury","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job-categories":[179],"job-types":[16],"job_listing_tag":[205,206,171,207],"class_list":["post-327806","job_listing","type-job_listing","status-publish","has-post-thumbnail","hentry","job_listing_category-customer-support","job_listing_type-full-time","job_listing_tag-client-service","job_listing_tag-customer-help","job_listing_tag-customer-service","job_listing_tag-support-specialist","job-type-full-time"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Senior Customer Support Quality Analyst - Land A Remote Job From Top Employers<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.remotetribe.life\/remotejobs\/job\/senior-customer-support-quality-analyst\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Senior Customer Support Quality Analyst - Land A Remote Job From Top Employers\" \/>\n<meta property=\"og:description\" content=\"Mercury is evolving how we think about Quality \u2014 moving from a primarily scorecard-based model toward an insights-driven, coaching-focused approach that helps teams learn, improve, and scale responsibly. We&#8217;re looking...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.remotetribe.life\/remotejobs\/job\/senior-customer-support-quality-analyst\/\" \/>\n<meta property=\"og:site_name\" content=\"Land A Remote Job From Top Employers\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/remotetribelife\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@RemoteTribeLife\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/job\\\/senior-customer-support-quality-analyst\\\/\",\"url\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/job\\\/senior-customer-support-quality-analyst\\\/\",\"name\":\"Senior Customer Support Quality Analyst - Land A Remote Job From Top Employers\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/job\\\/senior-customer-support-quality-analyst\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/job\\\/senior-customer-support-quality-analyst\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/wp-content\\\/uploads\\\/2026\\\/07\\\/dfb1112a-221-1.jpeg\",\"datePublished\":\"2026-07-21T23:00:00+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/job\\\/senior-customer-support-quality-analyst\\\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/job\\\/senior-customer-support-quality-analyst\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/job\\\/senior-customer-support-quality-analyst\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/wp-content\\\/uploads\\\/2026\\\/07\\\/dfb1112a-221-1.jpeg\",\"contentUrl\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/wp-content\\\/uploads\\\/2026\\\/07\\\/dfb1112a-221-1.jpeg\",\"width\":200,\"height\":200},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/job\\\/senior-customer-support-quality-analyst\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Jobs\",\"item\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/job-listings\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Senior Customer Support Quality Analyst\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/#website\",\"url\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/\",\"name\":\"Land A Remote Job From Top Employers\",\"description\":\"Get a remote jobs and work anywhere in the world. Perfect for digital nomads and remote workers\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/#organization\",\"name\":\"Remote Tribe Jobs - Find A Remote Job or Hire Talent Remotely\",\"url\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/wp-content\\\/uploads\\\/2022\\\/01\\\/RemoteTribe_Delivery_favicon_512px.png\",\"contentUrl\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/wp-content\\\/uploads\\\/2022\\\/01\\\/RemoteTribe_Delivery_favicon_512px.png\",\"width\":512,\"height\":512,\"caption\":\"Remote Tribe Jobs - Find A Remote Job or Hire Talent Remotely\"},\"image\":{\"@id\":\"https:\\\/\\\/www.remotetribe.life\\\/remotejobs\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/remotetribelife\",\"https:\\\/\\\/x.com\\\/RemoteTribeLife\"]}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Senior Customer Support Quality Analyst - Land A Remote Job From Top Employers","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.remotetribe.life\/remotejobs\/job\/senior-customer-support-quality-analyst\/","og_locale":"en_GB","og_type":"article","og_title":"Senior Customer Support Quality Analyst - Land A Remote Job From Top Employers","og_description":"Mercury is evolving how we think about Quality \u2014 moving from a primarily scorecard-based model toward an insights-driven, coaching-focused approach that helps teams learn, improve, and scale responsibly. We&#8217;re looking...","og_url":"https:\/\/www.remotetribe.life\/remotejobs\/job\/senior-customer-support-quality-analyst\/","og_site_name":"Land A Remote Job From Top Employers","article_publisher":"https:\/\/www.facebook.com\/remotetribelife","twitter_card":"summary_large_image","twitter_site":"@RemoteTribeLife","twitter_misc":{"Estimated reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.remotetribe.life\/remotejobs\/job\/senior-customer-support-quality-analyst\/","url":"https:\/\/www.remotetribe.life\/remotejobs\/job\/senior-customer-support-quality-analyst\/","name":"Senior Customer Support Quality Analyst - Land A Remote Job From Top Employers","isPartOf":{"@id":"https:\/\/www.remotetribe.life\/remotejobs\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.remotetribe.life\/remotejobs\/job\/senior-customer-support-quality-analyst\/#primaryimage"},"image":{"@id":"https:\/\/www.remotetribe.life\/remotejobs\/job\/senior-customer-support-quality-analyst\/#primaryimage"},"thumbnailUrl":"https:\/\/www.remotetribe.life\/remotejobs\/wp-content\/uploads\/2026\/07\/dfb1112a-221-1.jpeg","datePublished":"2026-07-21T23:00:00+00:00","breadcrumb":{"@id":"https:\/\/www.remotetribe.life\/remotejobs\/job\/senior-customer-support-quality-analyst\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.remotetribe.life\/remotejobs\/job\/senior-customer-support-quality-analyst\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.remotetribe.life\/remotejobs\/job\/senior-customer-support-quality-analyst\/#primaryimage","url":"https:\/\/www.remotetribe.life\/remotejobs\/wp-content\/uploads\/2026\/07\/dfb1112a-221-1.jpeg","contentUrl":"https:\/\/www.remotetribe.life\/remotejobs\/wp-content\/uploads\/2026\/07\/dfb1112a-221-1.jpeg","width":200,"height":200},{"@type":"BreadcrumbList","@id":"https:\/\/www.remotetribe.life\/remotejobs\/job\/senior-customer-support-quality-analyst\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.remotetribe.life\/remotejobs\/"},{"@type":"ListItem","position":2,"name":"Jobs","item":"https:\/\/www.remotetribe.life\/remotejobs\/job-listings\/"},{"@type":"ListItem","position":3,"name":"Senior Customer Support Quality Analyst"}]},{"@type":"WebSite","@id":"https:\/\/www.remotetribe.life\/remotejobs\/#website","url":"https:\/\/www.remotetribe.life\/remotejobs\/","name":"Land A Remote Job From Top Employers","description":"Get a remote jobs and work anywhere in the world. Perfect for digital nomads and remote workers","publisher":{"@id":"https:\/\/www.remotetribe.life\/remotejobs\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.remotetribe.life\/remotejobs\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.remotetribe.life\/remotejobs\/#organization","name":"Remote Tribe Jobs - Find A Remote Job or Hire Talent Remotely","url":"https:\/\/www.remotetribe.life\/remotejobs\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.remotetribe.life\/remotejobs\/#\/schema\/logo\/image\/","url":"https:\/\/www.remotetribe.life\/remotejobs\/wp-content\/uploads\/2022\/01\/RemoteTribe_Delivery_favicon_512px.png","contentUrl":"https:\/\/www.remotetribe.life\/remotejobs\/wp-content\/uploads\/2022\/01\/RemoteTribe_Delivery_favicon_512px.png","width":512,"height":512,"caption":"Remote Tribe Jobs - Find A Remote Job or Hire Talent Remotely"},"image":{"@id":"https:\/\/www.remotetribe.life\/remotejobs\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/remotetribelife","https:\/\/x.com\/RemoteTribeLife"]}]}},"_links":{"self":[{"href":"https:\/\/www.remotetribe.life\/remotejobs\/wp-json\/wp\/v2\/job-listings\/327806","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.remotetribe.life\/remotejobs\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/www.remotetribe.life\/remotejobs\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/www.remotetribe.life\/remotejobs\/wp-json\/wp\/v2\/users\/1"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.remotetribe.life\/remotejobs\/wp-json\/wp\/v2\/media\/327807"}],"wp:attachment":[{"href":"https:\/\/www.remotetribe.life\/remotejobs\/wp-json\/wp\/v2\/media?parent=327806"}],"wp:term":[{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/www.remotetribe.life\/remotejobs\/wp-json\/wp\/v2\/job-categories?post=327806"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/www.remotetribe.life\/remotejobs\/wp-json\/wp\/v2\/job-types?post=327806"},{"taxonomy":"job_listing_tag","embeddable":true,"href":"https:\/\/www.remotetribe.life\/remotejobs\/wp-json\/wp\/v2\/job_listing_tag?post=327806"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}