Senior Care Associate – Remote

About the role

We are seeking a senior‑level associate to lead and enhance our remote customer care operations for Reliance Health. The role focuses on quality assurance, team leadership, complex case handling and process optimisation across phone, chat and email channels.

Key responsibilities

• Monitor and evaluate customer interactions to ensure compliance with quality standards and SLAs.
• Develop and maintain scorecards, conduct audits and drive continuous improvement initiatives.
• Lead a team of 10+ support agents, provide coaching, performance feedback and training on handling difficult situations.
• Manage escalated and complex health‑related cases, coordinating with medical, claims and operations teams.
• Analyse data, produce dashboards and reports on CSAT, AHT, FCR and QA metrics, and present insights to leadership.
• Configure and maintain Zoho Desk, creating workflows, automation rules, templates and SOPs to streamline ticket handling.

Required profile

• Detail‑oriented and process‑driven with strong analytical abilities.
• Proven experience in quality assurance and customer service excellence within a fast‑paced environment.
• Excellent collaboration and communication skills, capable of coaching and developing team members.
• Commitment to continuous improvement and high‑quality customer experiences.

Required skills

• Zoho Desk