About this Senior Customer Care , CEX - Customer Experience , Team Quality role at Iron Mountain
At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re 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 225,000 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, let's 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.
What You’ll Do
In this role, you will:
Quality Auditing: Perform thorough, manual data and transaction audits for key generators—such as new customer configurations and profile updates—while 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.
What You’ll Bring
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.
