Training and Quality Lead

Senior Talent Acquisition Business Partner at Iron Mountain

Position Summary

The Training and Quality Lead – Customer Excellence is responsible for driving performance excellence by ensuring frontline teams are well-equipped through effective training programs and quality assurance practices. This role will support our Customer Service, Billing, and Collections teams by developing learning content, delivering training sessions, monitoring service quality, and recommending improvements to elevate the customer experience.

Key Responsibilities :

Training & Development

• Design, develop, and deliver training programs for new hires and tenured staff across Customer Service, Billing, and Collections.
• Maintain and update training content, process documentation, and knowledge base articles in alignment with current policies and system updates.
• Collaborate with operations leaders and subject matter experts to identify training needs, performance gaps, and process changes.
• Conduct coaching sessions, refresher training, and upskilling workshops to drive individual and team capability.

Quality Assurance

Performance & Process Improvement

Qualifications

Preferred Qualifications

What You’ll Gain

Iron Mountain is an Equal Opportunity Employer. We value diversity and are committed to fostering an inclusive environment for all employees.

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