Process Analyst

Responsibilities Responsible for reading and understanding the statement of work assigned to the accountWork closely with the account SDM to ensure adherence of contract scopeTrain technicians on contract scope and escalation channels for non-supported serviceProviding real time SLA monitoring, operational reporting, and CSAT score attainmentDaily operational report to manage volume and SLA attainmentCAST score analysis Training call coordinators and technicians on account specific processes and proceduresPerform account specific case audits to improve quality of serviceEffective 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 dateAnalyze daily operations data and provide requested reports to the SDMCapacity and demand analysisGovernance reportAd hoc reports