Mercury
Senior Customer Support Quality Analyst
USA, Canada, IrelandRemotePosted Today$90,800 – $113,500
Full TimeSeniorRemoteIE
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Job Description
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 responsib
Key Highlights
- 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.
- 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.
- 2–4+ years of experience in Quality Assurance or a related Customer Experience role, ideally in a fast-paced, operationally complex, or regulated environment
Qualifications
Required Qualifications
- 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 — not just outcomes — and identify patterns, root causes, and opportunities for improvement across people, processes, and tooling
- Insight generation and problem-solving skills: You’re 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
- Cross-functional communication and influence: 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
- Ownership, adaptability, and continuous improvement mindset: 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
- AI-assisted quality tooling experience: 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.
About the Company
Mercury
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Job Details
Employment Type
Full Time
Experience Level
Senior
Salary Range
$90,800 – $113,500
Location
USA, Canada, Ireland
Work Mode
Remote
Posted
Today
Country
IE