Quality Control Agent

Hi! We’re Mercuryo, and we’re on a mission to redefine finance by blending the best of traditional banking with the innovations of decentralized finance (DeFi). We believe that everyone should have easy access to Web3 and traditional financial services — and we’re making that happen by building a robust platform that simplifies dealing with crypto and seamlessly integrates it into the broader financial ecosystem.

Since we launched in 2018, we’ve teamed up with Web3 top projects such as MetaMask, Trust Wallet, Ledger, Jupiter, 1inch, and PancakeSwap and 200+ others to power over 200 dynamic products. Our work also brings us into direct collaboration with major ecosystems such as Solana Labs, Consensys, and BNB Chain. We’re just getting started, and we want you to help us shape the future of money!

Why Mercuryo?

Industry Impact
Join us in helping world-class Web3 projects onboard millions of new users into the next generation of finance.

Innovative Environment
Collaborate with more than 300 talented professionals from diverse backgrounds — including banking, SaaS, and Web3 — all united in delivering outstanding user experiences.

Growth and Learning
Our expanding network of 200+ B2B partnerships and a user base of over 7 million means there’s always room to grow your skills, tackle new challenges, and push boundaries.

Flexible Culture
We’re remote-first, celebrating diversity across 30 countries. At Mercuryo, you’ll be empowered to take ownership of your work, spark creativity, and shape how we move forward together.

Your Role:

• Review customer support conversations (chat & email) against established QC frameworks and benchmarks.
• Assess: accuracy and procedural compliance; resolution quality and completeness; communication tone, empathy, and clarity; identify root causes of quality issues (not just surface-level mistakes).

• Provide clear, structured, and constructive QA feedback to agents.
• Support agents in building confidence, especially in complex or high-risk cases.
• Contribute to agent quality improvement.

• Identify gaps, ambiguities, or inconsistencies in procedures and macros.
• Propose improvements or clarifications based on recurring QA findings.
• Support updates to: SOPs; Macros; Internal guidelines.
• Contribute to weekly and monthly QC reports with insights and trends.

What We’re Looking For:

• Experience in Customer Support, Quality Assurance, FinCrime or Operations.
• Strong understanding of: customer service quality principles, procedural compliance, risk-based decision-making.
• Excellent attention to detail and analytical thinking.
• Ability to assess conversations objectively and consistently.
• Clear written communication skills (able to give precise, professional feedback).

Nice to Have:

• Experience in fintech, crypto, payments, or financial services.
• Familiarity with: KYC / AML processes; fraud prevention frameworks; Zendesk or similar ticketing systems.
• Prior QA, coaching, or auditing experience.

What We Offer:

• Competitive market rate salary and performance-based incentives.
• 22 days annual leave with an additional 6 company days, plus bank holidays.
• Comprehensive health insurance plans.
• Extensive benefits program.
• Flexible work schedule and remote work options.
• Modern offices and co-working spaces across 6 countries.
• Working equipment.
• Professional development and training opportunities.
• Opportunity to shape the initiatives you’re working on.
• Diverse and friendly team.
• We are open-minded to new ideas.

Join Us!

If you're driven to be a part of the Web3 forefront and are keen to leave your mark on this rapidly evolving field, Mercuryo is an excellent choice. Discover our open positions and see how you can contribute to shaping the future!

Mercuryo is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing employees with a work environment that is progressive and open-minded. Our employment philosophy is to hire the best people and empower them to do the best work of their lives. Employment decisions are based on business needs and individual merit, without regard to race, colour, religion, ethnicity, sexual orientation, nationality, marital status, gender, age, disability, veteran status, or any other characteristic protected by law. Mercuryo is also committed to providing reasonable accommodations during the application process for qualified individuals with disabilities. If you require assistance to complete your application, please contact our Talent Team.