Reliance Health uses Technology to Make Healthcare Accessible and Affordable. 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: Remote
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.
As the Senior Reliance Care Associate, you will:
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
- Minimum 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.
Application Closing Date
Not Specified.
https://www.hotnigerianjobs.com/hotjobs/897325/senior-reliance-care-associate-at-reliance-health.html