Iron Mountain Customer Care Jobs

y Policy Statement, <a href="">CLICK HERE</a><br><br><strong>Requisition:</strong> J00

Job Information

Iron Mountain CC Quality Analyst in Norcross, Georgia

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.

Iron Mountain is seeking a CC Quality Analyst to join our Customer Services & Support Group.


The CC Quality Analyst will be responsible for providing training and professional development to all new and existing Customer Response employees. The incumbent will handle all Training issues for new hires and provide re-training for existing Customer Response team members. This position assists in the recruitment and hiring process of new employees.

  • Develop, enhance and Maintain the Customer Response New Hire Training Program to ensure all Customer Response, Iron Mountain processes are being met.

  • Coordinate and deliver the Customer Response New Hire Training Program.

  • Develop, coordinate and deliver skill refresher training on a regular basis as determined by departmental requirements.

  • Identify and create enhancements to Customer Response procedures with an emphasis on Customer Service and Order Processing.

  • Participate in the Quality Phone Monitoring process to identify areas of development for existing Customer Response team members.

  • Develop or procure and deliver training programs to enhance the skills of existing Customer Response team members.

  • Participate in the recruitment and hiring process of new employees by assisting with assessing candidate qualifications and the interview process including conducting interviews and hiring decision-making

Required Skills/Experience:

  • Post-secondary education or equivalent with 3-5 years relevant business training & development experience

  • Customer Service experience with an understanding of adult learning processes

  • Excellent presentation and communication skills (verbal and written)

  • Computer literacy and the ability to use on-line systems for maintenance and inquiry

  • Strong skills in computer software packages including Microsoft Word/Lotus/Excel, and e-mail applications

  • Excellent organization, interpersonal and coaching skills

  • Demonstrated knowledge of proper procedures and work methods of the Customer Response team

  • Ability to interact with a variety of people inside and outside the organization

  • Ability to coach and mentor staff

  • Ability to work the shifts provided based on business needs

Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.

Category: Customer Services & Support Group

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: J0029608