Onboarding QC Specialist

About the Role

Mercury is building a complete finance stack for startups. 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. 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.

Key Responsibilities

• Perform regular QC assessments for the Onboarding team to ensure compliance with current policies and procedures
• Conduct regular QC reviews for ICs, contractors, and BPO agents
• Contribute to monthly QC reports
• Support project work the team may take on
• Document and monitor Onboarding's successes and opportunities
• Deliver feedback that delights, informs, and inspires
• Create and maintain QC process documentation and training resources