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 stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation. **Job Summary** Iron Mountain is seeking a detail-oriented and analytical **Bilingual Quality Analyst** to join our **North American Quality Assurance** team. In this role, you will be responsible for driving the continuous improvement of service experience indicators by conducting rigorous quality assessments of customer interactions in both English and Spanish. You will serve as a critical bridge between service delivery and excellence, ensuring every interaction meets our high organizational standards. You will join a collaborative and data-driven team focused on elevating the customer journey through precise feedback and process optimization. **What You’ll Do** In this role, you will: + Perform detailed quality evaluations of service interactions in English and Spanish to identify improvement areas and provide actionable feedback that enhances the customer experience. + Collaborate with the Quality Supervisor and cross-functional teams to implement best practices and participate in process improvement projects that drive consistency across the North American market. + Monitor and report on key performance indicators, including **Customer Effort Score (CES)** , **Customer Satisfaction (CSAT)** , **Net Promoter Score (NPS)** , and **First Contact Resolution (FCR)** , to ensure full compliance with service quality standards. **What You’ll Bring** The ideal candidate will have: + **Experience:** Proven experience in quality assurance, quality monitoring, or process improvement within a customer-centric environment. + **Skills:** Full professional fluency in both **English and Spanish** , with the ability to provide effective feedback and communicate complex quality standards to diverse teams. + **Abilities:** A proven ability to analyze data related to issue resolution and customer sentiment to implement **Lean Six Sigma** or other quality management methodologies + **Education:** A University degree in **Industrial Engineering** , **Software Engineering** , **Process Engineering** , **Business Administration** , or a related field **What We Offer** + Competitive compensation and benefits aligned with your experience. + Comprehensive health, wellness, and retirement plans + Flexible work options to support a healthy work-life balance + Opp + Oportunities for continuous learning and professional growth through ongoing training programs **Call to Action** If you are a quality-driven professional ready to make a tangible impact on the customer experience, we invite you to apply today and climb with us! Category: Customer Support Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here. Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity. Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE **Requisition:** J0095734