Senior Quality Analyst: AI-Driven Insights & Coaching

Mercury; Dublin; On-site; EUR 59,000 - 73,000; Full time

Job summary

Mercury seeks a Senior Quality Analyst to drive an AI-assisted quality program, blending QA, analytics, and coaching to improve customer interactions at scale. You will partner with Compliance, Enablement, and product teams to identify root causes, deliver actionable guidance, and advance quality processes in a fast-paced fintech environment.

The role emphasizes calibration, behavioral insights, and scalable analysis, with compensation aligned to market ranges for Ireland.

Qualifications

• 2–4+ years of experience in Quality Assurance or a related Customer Experience role.
• 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.

Responsibilities

• 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 strengthen fairness, alignment, and consistency across quality evaluations.
• Deliver behavior-based quality insights through actionable feedback on customer interactions to support coaching and performance improvement.
• Investigate patterns and uncover meaningful signals at scale using AI-assisted tools, QA data, and qualitative analysis.
• Connect insights to root causes and translate findings into actionable recommendations for quality processes, workflows, and customer experience improvements.
• Translate insights into coaching and cross-functional action to drive follow-through and measurable improvements across support operations.
• Contribute to the evolution of the Quality model through experimentation and new approaches as Mercury moves toward AI-assisted quality.

Skills

Quality judgment

Systems thinking

AI-assisted analysis

Cross-functional collaboration

Problem solving

Adaptability

Tools

Rippit

Claude

Job description

Mercury seeks a Senior Quality Analyst to drive an AI-assisted quality program, blending QA, analytics, and coaching to improve customer interactions at scale. You will partner with Compliance, Enablement, and product teams to identify root causes, deliver actionable guidance, and advance quality processes in a fast-paced fintech environment.

The role emphasizes calibration, behavioral insights, and scalable analysis, with compensation aligned to market ranges for Ireland.