Senior Reliance Care Associate

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.