Senior Customer Care , CEX Customer Experience , Team Quality
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Job Summary
At Iron Mountain we know that work when done well makes a positive impact for our customers our employees and our planet. Thats why we need smart committed people to join us. Whether youre looking to start your career or make a change talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert sustainable solutions in records and information management digital transformation services data centers asset lifecycle management and fine art storage handling and logistics. We proudly partner every day with our 225000 customers around the world to preserve their invaluable artifacts extract more from their inventory and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions If so lets start the conversation.
Iron Mountain is seeking a motivated Quality Assurance Associate to join our Operations and Performance team.
In this role you will be responsible for gathering operational data through strategic audits analyzing performance metrics and establishing consistent benchmarks to safeguard the high quality of our service delivery.
The Operations and Performance team supports the continuous improvement of Iron Mountain service to our global customers shareholders and staff ensuring that our internal processing systems meet world-class standards.
In this role you will:
Quality Auditing: Perform thorough manual data and transaction audits for key generatorssuch as new customer configurations and profile updateswhile meticulously tracking compliance patterns against our regional Profile Change Calendar.
Remediation Management: Identify data-entry processing errors manage the remediation pipeline to ensure failed cases are corrected within a 24-hour window and systematically track aged cases to guarantee long-term resolution.
Performance Analytics: Utilize quality monitoring data management systems to track compile and report performance trends at both the individual and team level overseeing all North American audit lifecycle reporting.
Process Improvement: Participate actively in designing quality baseline standards review current documented operational procedures and initiate standard updates to communicate best-practice workflows across the organization.
The ideal candidate will have:
Proven experience in a quality assurance compliance auditing data verification or high-volume operations environment.
Strong knowledge of Customer Effort Score (CES) and Customer Satisfaction (CSAT) data structures with advanced functional skills in Microsoft Excel and Google Sheets to map business performance.
Excellent organizational and foundational project management skills with a demonstrated ability to execute structured root-cause analysis and problem-solving.
Superb verbal and written communication skills paired with a sharp uncompromising eye for detail.
Required Experience:
Senior IC
About Company
No matter what your information management needs are, we’ve got you covered. Staffed with trained and vetted professionals, our Iron Mountain team is on a mission to help you protect, unlock, and extend the value of your work.
