Process Analyst, ZA

2 days ago

Cape Town, Western Cape, South Africa NSC Global Full time R400 000 - R800 000 per year

Overview:

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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