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