Senior Customer Support Quality Analyst

<p>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.</p> <p>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.</p> <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> <p> </p> <h3><strong>On the job, you will:</strong></h3> <ul> <li><strong>Drive quality consistency and operational integrity: </stro