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.
https://www.hotnigerianjobs.com/hotjobs/874445/senior-reliance-care-associate-remote-at-reliance.html