Senior Reliance Care Associate

About the role

Reliance Health is seeking a Senior Reliance Care Associate to elevate the quality and efficiency of its customer support operations across phone, chat, and email. You will combine analytical rigor with hands‑on leadership to drive continuous improvement and ensure exceptional service for our healthcare customers.

Key responsibilities

• Conduct quality assurance audits of customer interactions, develop scorecards, and ensure compliance with service level agreements.
• Lead, coach, and develop a team of 10+ support agents through regular one‑on‑ones, feedback sessions, and training on handling complex cases.
• Manage escalated and complex customer cases, coordinating with medical, claims, and operations teams to resolve issues.
• Analyze performance data, create dashboards and reports (CSAT, AHT, FCR, QA scores) and share insights with leadership.
• Configure and maintain Zoho Desk, designing workflows, automation rules, ticket routing, templates, and macros to streamline operations.
• Write and update standard operating procedures (SOPs) and ensure adherence across the team.

Required profile

• Detail‑oriented and process‑driven with a strong analytical mindset.
• Proven experience in quality assurance, customer service excellence, and support‑tool optimization.
• Demonstrated ability to lead and develop a team of customer support agents.
• Comfortable working in a fast‑paced, collaborative environment and driving continuous improvement.

Required skills

• Zoho Desk