Quality Assurance Specialist - Merchant Experience

At a glance

Summary by MCA Job Board

Role type

Operations

Experience asked

1+ years

About the role

About Us

The employer provides fast, flexible funding to small and mid-sized businesses across the country. We want every merchant we fund to have a transparent, professional experience, and we're building a team to make sure that happens.

The Role

We're looking for a detail-oriented, personable Quality Assurance Specialist to contact newly funded merchants and gather honest feedback about their experience. You'll speak with business owners about how they were treated during the funding process, and your findings will go straight to leadership to help us improve our service, our sales team, and our broker partnerships.
Schedule: Full-time, Monday through Friday, 10:00 AM to 6:00 PM, in office in Inwood, NY.

What You'll Do

• Make outbound calls to funded merchants to run structured quality-assurance interviews
• Ask about their experience with the sales rep, or with the broker on brokered deals: professionalism, clarity, responsiveness, and whether they were represented accurately
• Confirm that merchants understood their terms and find out about any unexpected fees, charges, or surprises
• Record feedback accurately in our CRM and survey tools
• Flag concerns, complaints, or possible compliance issues to management right away
• Send and follow up on post-funding feedback surveys
• Spot trends and help prepare regular reports on merchant satisfaction and rep/broker performance

Requirements

• 1+ years in customer service, call center, client relations, or a similar phone-based role
• Excellent verbal and written communication skills, with a warm, professional phone manner
• Good listening skills and the ability to ask thoughtful follow-up questions
• Strong attention to detail and accurate note-taking
• Comfortable handling sensitive or critical feedback calmly and objectively
• Organized and self-motivated, able to manage a high volume of calls
• Comfortable with CRM systems, Google Workspace, and Microsoft Office
• Experience in financial services, lending, or MCA is a plus but not required

Benefits

• $52,000 annual salary
• 401(k) retirement plan
• Paid time off (PTO)
• Paid days off for stock market holidays and Jewish holidays
• Consistent weekday schedule (10 AM to 6 PM), no nights or weekends
• Professional office environment on Long Island
• A visible role with direct impact on how the company serves its clients
• Room to grow within a fast-moving company