Quality Assurance Specialist - Merchant Experience

About UsPremium Merchant Funding (PMF) 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 RoleWe'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 DoMake outbound calls to funded merchants to run structured quality-assurance interviewsAsk about their experience with the sales rep, or with the broker on brokered deals: professionalism, clarity, responsiveness, and whether they were represented accuratelyConfirm that merchants understood their terms and find out about any unexpected fees, charges, or surprisesRecord feedback accurately in our CRM and survey toolsFlag concerns, complaints, or possible compliance issues to management right awaySend and follow up on post-funding feedback surveysSpot 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 roleExcellent verbal and written communication skills, with a warm, professional phone mannerGood listening skills and the ability to ask thoughtful follow-up questionsStrong attention to detail and accurate note-takingComfortable handling sensitive or critical feedback calmly and objectivelyOrganized and self-motivated, able to manage a high volume of callsComfortable with CRM systems, Google Workspace, and Microsoft OfficeExperience in financial services, lending, or MCA is a plus but not required Benefits $52,000 annual salary401(k) retirement planPaid time off (PTO)Paid days off for stock market holidays and Jewish holidaysConsistent weekday schedule (10 AM to 6 PM), no nights or weekendsProfessional office environment on Long IslandA visible role with direct impact on how the company serves its clientsRoom to grow within a fast-moving company