Quality Assurance Specialist - Merchant Experience

Premium Merchant Funding•Inwood, NY

32d•$52,000•Onsite

About The Position

Premium Merchant Funding (PMF) is seeking a detail-oriented and personable Quality Assurance Specialist to join their team. This role involves contacting newly funded merchants to gather honest feedback about their experience with the funding process. The findings will be used by leadership to improve service, the sales team, and broker partnerships. The position is full-time, Monday through Friday, from 10:00 AM to 6:00 PM, and is based in their Inwood, NY office.

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

Nice To Haves

Experience in financial services, lending, or MCA is a plus but not required

Responsibilities

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