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 detail-oriented and proactive Bilingual Quality Analyst to join our Global Service Quality team. In this role, you will be responsible for evaluating service interactions and driving the continuous improvement of key performance indicators across the North American market, including Customer Effort Score (CES) and Customer Satisfaction (CSAT). You will serve as a critical bridge for our Spanish and English-speaking customers, ensuring every interaction meets our high standards for excellence.
Our team is a collaborative group of quality experts dedicated to elevating the customer experience through data-driven insights and real-time feedback.
What You’ll Do
Conduct detailed quality assessments of service interactions in both English and Spanish to provide actionable feedback and ensure high-level issue resolution.
Responsibility 2: Collaborate with the Quality Supervisor and cross-functional teams to implement improvement actions and projects to increase the CX metrics.
Responsibility 3: Monitor service experience indicators—including Customer Effort Score (CES), Customer Satisfaction (CSAT), to ensure full compliance with organizational quality standards and project goals
What You’ll Bring
Experience: At least 2–3 years of experience in quality assurance, customer service analysis, or a related field within a corporate environment.
Expertise: Native or professional fluency in both English and Spanish, with strong knowledge of service metrics like Customer Effort Score (CES) and Customer Satisfaction (CSAT)
Skills: Proven ability in identifying service gaps, providing constructive feedback, and participating in process improvement projects.
Education: A Bachelor’s degree in Engineering, Business Administration, or a related field is preferred.
What We Offer
Be part of a constantly evolving global organization focused on transformation and innovation.
A support system where you have a safe space to voice your opinion, share feedback, and be truly authentic.
Global connectivity to learn from more than 26,000 teammates across 52 countries.
Be part of a winning team that embraces diversity, inclusion, and our differences.
Competitive Total Reward offerings to support your career at Iron Mountain, your family, your personal well-being, your financial wellness, and your retirement.
Monday to Friday work schedule under an autonomous hybrid telecommuting model (Remote with occasional in-office presence).
Shuttle service (from Portal 80 to the office and back) for in-person workdays.
Technology equipment and accessories for the performance of assigned tasks.
Opportunities for professional growth and development.
What We Do
Iron Mountain Incorporated (NYSE: IRM) is the global leader for storage and information management services. Trusted by more than 220,000 organizations around the world, Iron Mountain boasts a real estate network of more than 80 million square feet across more than 1,350 facilities in 45 countries dedicated to protecting and preserving what matters most for its customers. Iron Mountain’s solutions portfolio includes records management, data management, document management, data centers, art storage and logistics, and secure shredding help organizations to lower storage costs, comply with regulations, recover from disaster, and better use their information. Founded in 1951, Iron Mountain stores and protects billions of information assets, including critical business documents, electronic information, medical data and cultural and historical artifacts.
Gallery
.png)
.png){kind=logo}
