Training and Quality Lead

2 weeks ago

KalgoorlieBoulder, Australia Iron Mountain Full time $80,000 - $120,000 per year

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.

In this role, you will be responsible for driving performance excellence across our frontline teams by developing and delivering effective training programs and implementing robust quality assurance frameworks for Customer Service, Billing, and Collections.

The Customer Excellence team is crucial to maintaining our service reputation, ensuring every customer interaction is handled efficiently, compliantly, and with the highest level of service quality.

What You'll Do

In this role, you will:

  • Design and Deliver Impactful Training: Develop, maintain, and deliver comprehensive training and up-skilling programs for new hires and tenured staff, covering Customer Service workflows, Billing processes, and Collections handling, and partnering with Subject Matter Experts (SMEs) to identify and address performance gaps.

  • Implement Quality Assurance (QA) Standards: Create and execute tailored quality monitoring frameworks and scorecards, performing regular audits of customer interactions (calls, emails, cases) to assess service quality, compliance, and adherence to customer handling standards.

  • Drive Continuous Improvement: Analyze Quality Assurance (QA) results and performance metrics to identify root causes and trends, providing actionable insights and recommendations to leadership for enhancing service quality, operational efficiency, and customer satisfaction.

What You'll Bring

The ideal candidate will have:

  • Three to five years of experience in a Training and/or Quality Assurance (QA) role, preferably within a customer service or shared services environment.

  • Strong knowledge of customer service workflows, billing processes, and collections handling, with a focus on compliance and performance optimization.

  • Proven ability to design learning materials, facilitate engaging sessions, and use Learning Management Systems (LMS) and quality monitoring tools.

  • Bachelor's degree in Business, Communications, Education, or a related field, or equivalent practical work experience.

What We Offer

The original description includes general benefits, which I will list here. If you have any specific salary or location details required for disclosure, please provide them so I can include them.

  • Competitive compensation and comprehensive benefits.

  • Opportunities for growth and collaboration in a global, values-driven organization.

  • A diverse and inclusive workplace that embraces innovation and excellence.

  • Opportunities to make a meaningful impact on the customer experience across mission-critical services.

Call to Action

If you are a passionate advocate for quality and performance ready to lead the development of our frontline teams, apply to join Iron Mountain today

Category: Customer Support

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