• CARE Quality Coach

    Job Location(s) US-PA-Royersford
    Requisition #
    2018-19435
    Category
    Customer Services & Support
    Type
    Full-Time
  • Overview

    Founded in 1951, Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what our customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions – records and information management, data management, digital solutions, data centers and secure destruction – Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world. Visit the company website at www.ironmountain.com for more information.
     
    Iron Mountain enables 94% of the Fortune 1000 to smartly and securely manage their physical and digital information assets. With unmatched innovation and collaboration, our teams create information management solutions for our customers’ data, no matter what format, location or lifecycle stage it’s in and no matter where it’s kept. We are more than 17,000 people strong and growing. We’ve been a trusted records management leader since 1951.
     
    Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.


    Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people.  Globally, we believe it is our diversity that contributes to our companies’ shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.

     

    Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

    Responsibilities

    Job Summary:  The Quality Specialist is responsible for quality across the Customer Care organization.  Will utilize the quality monitoring system to compile and track performance at the team and individual level, monitor customer contacts and provide consistent and objective coaching and feedback to the Customer Care Associates with regards to contact quality.   The Quality Specialist will provide actionable data to the Leadership and Training teams.

     

    Maintains current knowledge of all SOPs and call center metrics. Assist in process review and/or updates of the Knowledge Base

     

    Participates in the design and delivery of call monitoring formats and quality standards.

     

    Performs monitoring (phone/fax/email/case) and evaluates performance. Provides Customer Care Associates with consistent and objective feedback on customer contact quality.

     

    Provides actionable data to various internal support groups as needed.

     

    Uses quality monitoring system to compile and track performance at the team and individual level. Provides feedback directly to call center team leaders and managers.

     
     

    Qualifications

    2-4 years customer service work experience preferred.  

    Bachelors degree preferred.

     

    Exceptional listening and analytical skills

     

    Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel)

     

    Strong verbal and written communication skills

     

    Ability to interface regularly with all levels within Customer Care

     

    Demonstrated ability to provide feedback and coaching regarding customer contact and drive increased performance

     

    Strong knowledge of customer service technology, processes and techniques

     

    Demonstrated ability to work well in a team environment

     

    Dedication to providing exceptional customer service

     

    Compliance Obligations:

     

    It is the responsibility of every Iron Mountain employee:

    • to comply with all applicable laws, rules, regulations, and company policies
    • to exhibit ethical behavior in accordance with our Code of Ethics and Business Conduct 
    • to complete required training within the allotted time frame