Process Analyst, ZA

nscglobal (Cisco Gold Partner) provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. nscglobal is an independent, rapidly growing, private company that for more than a decade has delivered tailored solutions to 50 of the world's leading multinational enterprises, outsourcers and service providers. nscglobal offers a unique business model, combining a focused group of world-class customers, with a unique range of services, backed up with outstanding responsiveness and customer service.

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.

• 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