Onboarding QC Specialist

San Francisco, CA, New York, NY, Portland, OR, or Remote within United States Mercury is building a complete finance stack for startups. This turns out to be a pretty wild endeavor, so we’re looking to bring someone smart onto our Risk team to help us out. This role is laser-focused on the accuracy and overall quality of Mercury’s Onboarding team. In addition to the primary responsibility of performing Quality Control (QC) reviews, this role assists in creating and maintaining QC process documentation and training resources for both the QC team and the Onboarding team as a whole. As a member of the Onboarding QC team, you will take an active role in the continued development of the Onboarding team’s work. This means conducting regular QC reviews for ICs, contractors, and BPO agents, contributing to monthly QC reports, and supporting project work our team may take on. You’ll play a key role in identifying improvements the Onboarding team can make in order to ensure they’re meeting the high quality customer experience standard we have set. You will document and monitor Onboarding’s successes and opportunities, delivering feedback that delights, informs, and inspires. *Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC. Responsibilities Perform regular QC assessments for the Onboarding team to ensure compliance with current policies and procedures Maintain a strong working knowledge of Onboarding team processes and contribute to planning and implementation of quality-related projects within ONB Provide feedback and recommendations to improve performance across the Onboarding team Contribute to regular QC reporting and assist in maintaining QC procedures and process documentation Help to monitor and analyze QC data to identify trends, anomalies, process gaps, and areas for improvement Qualifications Be a highly motivated self-starter, comfortable working within a high-risk environment Enjoy solving complex problems and be comfortable challenging existing ideas and flagging potential issues and opportunities Work efficiently and independently, but ask for help when you need it Enjoy and have experience working autonomously on both queue- and project-based work, and be able to switch between them comfortably Demonstrate an emphasis on quality, accuracy, and detailed documentation in your daily work Have a desire to improve processes and products within ONB and the greater Risk org Have superb written communication skills, particularly for providing clear and actionable feedback Expertly balance crafting feedback that shares constructive opportunities, celebrates work well done, and accounts for the needs of the person receiving it Be curious and willing to learn about the US banking system, startups, and ecommerce companies The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits. 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’s experience, expertise, geographic location, and internal pay equity relative to peers. Our target new hire base salary ranges for this role are the following: US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $75,900 - $85,400 US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $68,300 - $76,900 Equal Employment Opportunity Mercury values diversity & 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. We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. [Please see the independent bias audit report covering our use of Covey for more information.] Interested in building your career at Mercury? Get future opportunities sent straight to your email. #J-18808-Ljbffr Mercury