Senior Reliance Care Associate

About the role

Reliance Health is seeking a detail‑oriented Senior Reliance Care Associate to elevate the quality and efficiency of its customer support operations across phone, chat, and email. The role blends quality assurance, team leadership, and process optimisation to enhance both team performance and the customer experience.

Key responsibilities

• Conduct quality assurance audits of customer conversations, develop scorecards, and ensure compliance with SLAs.
• Lead and coach a team of 10+ support agents, providing regular feedback, training, and handling escalations.
• Manage complex health‑related cases, coordinate with medical, claims, and operations teams, and oversee emergency scenarios.
• Analyse data to identify trends, create performance dashboards, and report on KPIs such as CSAT, AHT, FCR, and QA scores.
• Configure and maintain Zoho Desk, including workflow automation, ticket routing, templates, macros, and SOP documentation.

Required profile

• Bachelor's degree (any discipline) with NYSC completion or exemption.
• Minimum 3 years of experience in customer support operations and 1‑2 years in quality assurance.
• Proven experience leading or supervising a team of at least 5 people.
• Strong written and spoken communication skills.

Required skills

• Experience with ticketing/helpdesk platforms (e.g., Zoho Desk, Zendesk, Freshdesk, Intercom).
• Proficiency in Excel or Google Sheets for reporting and analysis.
• Ability to create workflows, automation rules, and templates in support software.

What we offer

• Remote‑first work environment.
• Competitive salary benchmarked against industry standards.
• Premium health insurance for employee and family.
• Unlimited leave policy.
• Learning and development allowance.
• Collaborative, inclusive culture with growth opportunities.