Senior Reliance Care Associate (Remote) at Reliance Health

Reliance Health is a healthcare company using technology to make healthcare more affordable and accessible. Through an integrated approach that includes affordable health insurance, telemedicine and a combination of partner and proprietary healthcare facilities, Reliance Health offers innovative healthcare solutions that meet the needs of emerging markets.

We are recruiting to fill the position below:

Job Title: Senior Reliance Care Associate

Location: Nigeria (Remote)
Employment Type: Full-time 

Description

• We are looking for a detail‑oriented and process‑driven Senior Reliance Care Associate to strengthen the quality and effectiveness of our customer support operations across phone, chat, and email.
• The ideal candidate will bring strong experience in quality assurance, customer service excellence, and support‑tool optimization, with a passion for improving both team performance and the customer experience.
• This role is perfect for someone who is both analytical and collaborative, thrives in a fast‑paced environment, and is committed to driving continuous improvement across support teams and systems.

Responsibilities
Quality Assurance:

• Check the quality of customer conversations across phone, chat, and email to make sure they meet our standards.
• Create and use scorecards to measure how well team members are doing.
• Run regular checks (audits) to find problems and areas where we can do better.
• Make sure the team follows our rules and meets our service level agreements (SLAs).
• Find ways to improve how we work and make customers happier.

Team Leadership and Coaching:

• Lead and support a team of 10 or more customer support agents.
• Have regular one-on-one meetings to give feedback and help team members grow.
• Train team members on how to handle difficult customer situations.
• Create plans to help each person on the team get better at their job.
• Handle escalating customer issues that need senior attention.

Complex Case Management:

• Manage difficult customer cases that involve multiple health issues or tricky situations.
• Work with other teams (like medical, claims, or operations) to solve complex problems.
• Oversee emergency scenarios and make sure serious cases are handled properly.
• Make sure problems that are not solved on the first contact are followed up and closed.

Data and Reporting:

• Use data to find patterns, problems, and opportunities to improve.
• Create reports and dashboards to track team performance (CSAT, AHT, FCR, QA scores).
• Share insights with leadership to help make better decisions.
• Track and report on whether we are meeting our SLAs and turnaround times.

Systems and Process Management:

• Set up and manage Zoho Desk to help the team work efficiently.
• Create workflows, automation rules, and ticket routing to speed up work.
• Design templates and macros so the team can respond to customers faster.
• Write and update Standard Operating Procedures (SOPs) for the team to follow.

Requirements

• Bachelor's degree (any discipline)
• Must have completed NYSC or have a valid letter of exemption.
• Minimum 3 years’ experience in customer support operations
• 1 -2 years’ experience in quality assurance (checking work quality, creating scorecards, coaching team members
• Experience leading or supervising a team of 5 or more people
• Experience using any ticketing or helpdesk software (e.g., Zendesk, Freshdesk, Intercom, Zoho Desk)
• Good skills in Excel or Google Sheets (can create reports, use formulas, make charts)
• Strong written and spoken communication skills

Nice To Have:

• Experience with Zoho Desk specifically
• Experience in health tech or health insurance industry
• Experience with data analysis or basic SQL
• Experience setting up automation and workflows in support software

Benefits
At Reliance Health, we prioritize our people and their well-being. Our benefits package is designed to support your success, growth, and happiness. Here’s what you’ll enjoy:

• Remote-First Environment: Work from anywhere while staying connected to a vibrant, collaborative team.
• Competitive Salary and Benefits: We offer a salary that’s benchmarked against the best in the industry, ensuring your expertise and impact are fully rewarded.
• Premium Health Insurance: Comprehensive health coverage for you and your family, because your well-being comes first.
• Unlimited Leave: Take the time you need when you need it—no limits, no questions.
• Meaningful Impact: Play a key role in transforming customer experiences and shaping healthcare innovation.
•  Collaborative Work Culture: Join a supportive, inclusive, and team-focused environment that celebrates diversity.
• Growth Opportunities: Access tools, mentorship, and resources to elevate your skills and career.
• Learning & Development Allowance: We provide an allowance to support your ongoing professional growth and skill enhancement. 
• This is more than a job—it's a chance to grow, thrive, and make a real difference. At Reliance Health, your journey matters.

Application Closing Date
Not Specified. 

How to Apply
Interested and qualified candidates should:
Click here to apply online