Iron Mountain
QualityAssuranceAssociate
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“Quality Assurance Associate at Iron Mountain. Skills: Quality assurance, Process management, Data analysis. Perform quality audits on North America new setups, renewals, and profile changes. Identify errors and ensure failed cases are remediated within 24 hours”
What You'll Achieve.
Ensure all service delivery failures are remediated within 24 hours; Maintain high standards of excellence; Ensure compliance with Iron Mountain Quality Standards
Industry & Context.
Problem-solving
What They're Looking For.
Must Have
Proven experience in quality assurance, audit, or a process-driven operational field, Strong knowledge of quality monitoring data management systems, Ability to analyze Customer Effort Score (CES) and Customer Satisfaction (CSAT) metrics, Proven ability in project management and problem-solving, Ability to provide constructive coaching feedback to team members, Strong verbal and written communication skills, Organizational ability to manage month-end reporting cycles and stakeholder requirements
What You'll Do.
Perform quality audits on North America new setups
Identify errors and ensure failed cases are remediated within 24 hours
Ensure compliance with Iron Mountain Quality Standards
Monitor support agent calls
Update documented procedures to reflect current best practices
How You'll Work.
Team & Collaboration
Collaborate with the Sarbanes-Oxley Act (SOX) team; Collaborate with external auditors like Deloitte; Collaborate with international stakeholders
Communication Scope
Strong verbal and written communication skills
Process & Methodology
Project management
Full Job Description
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. ## **Job Summary** Iron Mountain is seeking a **detail-oriented** and **analytical** **Quality Assurance Associate** to join our **Global Support Services** team. In this role, you will be responsible for performing meticulous quality audits, identifying process inaccuracies, and ensuring that all service delivery failures are remediated within 24 hours to maintain our high standards of excellence. You will join a collaborative team dedicated to bridging the gap between data and performance, ensuring our service to customers, shareholders, and staff remains world-class. ## **What You’ll Do** In this role, you will: * **Responsibility 1:** Perform thorough quality audits on North America new setups, renewals, and profile changes to identify errors and ensure all failed cases are remediated within 24 hours. * **Responsibility 2:** Collaborate with the **Sarbanes-Oxley Act (SOX)** team, external auditors like Deloitte, and international stakeholders to coordinate audit requirements and provide actionable performance data. * **Responsibility 3:** Ensure complianc
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