Process Analyst, ZA

1 week ago

Cape Town, South Africa NSC Global Full time

Join to apply for the Process Analyst, ZA role at NSC Global NSC Global is currently looking for a Process Analyst to join our growing company. Main Job Purpose The process analyst role is the main interface between the customer and the account team to effectively manage service operations and delivery. Responsibilities Read and understand the statement of work assigned to the account Work closely with the account SDM to ensure adherence to contract scope Train technicians on contract scope and escalation channels for non-supported service Provide real-time SLA monitoring, operational reporting, and CSAT score attainment Daily operational report to manage volume and SLA attainment CAST score analysis Train call coordinators and technicians on account‑specific processes and procedures Perform account‑specific case audits to improve quality of service Effective communication with Technicians, Call Coordinators, Service Delivery Coordinators, Account Management Team, Customers, and Management Lead or participate in conference calls for technicians, Account Management Organization, and the customer Maintain Knowledge Management database and ensure all documents are current and up to date Analyze daily operations data and provide requested reports to the SDM Capacity and demand analysis Governance report Ad hoc reports Seniority level Entry level Employment type Full-time Job function Management and Manufacturing International Trade and Development #J-18808-Ljbffr

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    1 week ago

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  • Process Analyst, ZA

    1 week ago

    Cape Town, Western Cape, South Africa NSC Global Full time

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