Job Description

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you'll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you'll be part of a global workforce that embraces the differences among us. And here, we'll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can't wait to hear about YOU.

The Business Solutions Team assists with combining people, processes and technology to provide a consist customer experience across APAC, ESA, MENAT and LATAM.

The Manager will be responsible for maintaining a 'quality culture' through the Customer CARE Quality Assurance Program. Create and monitor compliance of assessment and calibration processes across multiple regions. Liaise with key stakeholders to ensure continuous improvement of the CARE Centre agents, with a strong focus on customer service excellence and productivity / best practice. Ensure that all VOC activities through the close loop customer survey process are completed in full to drive higher customer satisfaction, therefore having an effect on our key lead indicators of CES and CSAT.

Ensuring that the assessments are conducted timely and accurately including calibration across the regions.

Analyze the effectiveness and relevance of the quality assurance prigram; identify needs, and formulate appropriate recommendations of action plans for enhancements.

Support the GBS CARE Team with project management of various projects including implementation and upgrades to systems and testing.

Support new product or service launches by participating in project teams and ensuring training programs are prepared to support launches of new initiatives.

Oversee the performance quality of the Customer Service team through assessment and evaluation of call monitoring, error trending, audits and training results. This would also include weighing feedback from the markets, issue resolution trending and customer feedback.

Responsible for the design, implementation and monitoring of a Quality program to assess the existing Customer Service team for job knowledge and execution.

Collaborate with field, centralized leaders to develop a tracking methodology, and associated communication plan to share results internally and externally.

Foster an organisation - wide customer - centric culture, where the full energy and activity of the business is focused on delivering highly satisfying customer experience and solutions.

Review service capabilities and align with the quality assurance program to monitor.

Leverage the global complaint records and re-align program where required.

Functional Knowledge, Skills, and Competencies

Desirable - Certificate IV in Workplace training or similar qualification.

Understanding of the Adult Learning Process

Capacity to conduct and report on Learning Needs Analysis.

Presentation Skills

Ability to design and develop training material including technical or digital content.

High level customer focus

Adaptable to, and supportive of change

Able to utilise and apply process improvements tools and methodologies.

Intermediate MS Office skills, e.g. Excel and Word

Ability to communicate with an influence at all levels of the organisation

Self driven and be able to work with minimal supervision.

Category: gja_Customer Support