Process Analyst, ZA
2 weeks ago
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- Responsible for reading and understanding the statement of work assigned to the account
- Work closely with the account SDM to ensure adherence of contract scope
- Train technicians on contract scope and escalation channels for non-supported service
- Providing real time SLA monitoring, operational reporting, and CSAT score attainment
- Daily operational report to manage volume and SLA attainment
- CAST score analysis
- Training call coordinators and technicians on account specific processes and procedures
- Perform account specific case audits to improve quality of service
- Effective communications with Technicians, Call Coordinators, Service Delivery Coordinators, Account Management Team, Customers, and Management
- Leading or participating 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
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Process Analyst, ZA
2 weeks ago
Cape Town, Western Cape, South Africa NSC Global Full timeOverview: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:Responsible for reading and understanding the statement of work assigned to the accountWork...
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