Lead Customer Care , CEX - Customer… at Iron Mountain · Bengaluru

Lead Customer Care , CEX - Customer Experience , Team Quality Location: IND | Bangalore | Level 10, CITRINE Block, WTC-4, Bagmane World Technology Center 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 analyticalQuality 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 compliance with Iron Mountain Quality Standards by monitoring support agent calls and updating documented procedures to reflect current best practices. What You’ll Bring The ideal candidate will have: Proven experience in quality assurance, audit, or a process-driven operational field. Strong knowledge of quality monitoring data management systems and the ability to analyze Customer Effort Score (CES) and Customer Satisfaction (CSAT) metrics. Proven ability in project management and problem-solving, with a sharp eye for detail and the ability to provide constructive coaching feedback to team members. Strong verbal and written communication skills, with the organizational ability to manage month-end reporting cycles and stakeholder requirements Category: Customer Support