Process Analyst, ZA

Nsc Global; Cape Town; On-site; ZAR 300,000 - 450,000; Full time

Job summary

Nsc Global is seeking a Process Analyst to serve as the primary liaison between customers and the account team. The role involves managing service operations, monitoring SLAs, conducting training, and ensuring effective communication across all teams. A great opportunity to join a rapidly growing company committed to operational excellence in network solutions.

Qualifications

• Experience with operational reporting and SLA management.
• Strong analytical background to support decision-making.
• Ability to train and mentor technical staff.

Responsibilities

• Manage service operations and delivery as the main interface with customers.
• Monitor SLAs and provide daily operational reports.
• Train technicians and ensure adherence to contract scopes.

Skills

Communication

Analytical skills

Training

Problem Solving

Job description

Overview

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.

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 communication with Technicians, Call Coordinators, Service Delivery Coordinators, Account Management Team, Customers, and Management
• Leading or participating in conference calls for technicians, the 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