Senior Reliance Care Associate (Remote) at Reliance Health

Job Description

Reliance Health is a healthcare technology company focused on improving access to quality healthcare services through innovative digital solutions. The company is seeking an experienced and detail-oriented Senior Reliance Care Associate to support customer service operations, maintain quality standards, and drive continuous improvement across support channels.

Key Responsibilities

• Conduct quality assurance reviews of customer interactions across phone, chat, and email channels to ensure service standards are maintained.
• Develop and implement scorecards, audits, and performance monitoring processes to improve support quality and customer experience.
• Lead, mentor, and coach a team of customer support agents through regular feedback sessions, training, and performance improvement plans.
• Handle and resolve escalated customer concerns and complex cases requiring senior-level intervention.
• Analyze customer support data and prepare reports on key performance indicators such as CSAT, AHT, FCR, QA scores, and SLA compliance.
• Collaborate with cross-functional teams including medical, claims, and operations teams to resolve challenging customer issues.
• Configure and manage Zoho Desk and other support tools to improve team productivity and operational efficiency.
• Create workflows, automation rules, ticket routing systems, templates, and macros to streamline support processes.
• Develop, update, and maintain Standard Operating Procedures (SOPs) for customer support operations.
• Identify process improvement opportunities and recommend solutions that enhance service delivery and customer satisfaction.

Requirements

Interested candidates should possess:

• A Bachelor’s Degree in any discipline.
• Completion of NYSC or possession of a valid exemption letter.
• Minimum of 3 years of experience in customer support operations.
• At least 1–2 years of experience in quality assurance, including performance reviews, scorecard creation, and coaching.
• Experience leading or supervising a team of at least 5 people.
• Hands-on experience with customer support or helpdesk platforms such as Zendesk, Freshdesk, Intercom, or Zoho Desk.
• Strong proficiency in Microsoft Excel or Google Sheets, including reporting, formulas, and data analysis.
• Excellent verbal and written communication skills.
• Strong analytical, organizational, and problem-solving abilities.

Preferred Qualifications

• Experience using Zoho Desk.
• Experience in the health technology or health insurance industry.
• Knowledge of data analysis and basic SQL.
• Experience designing workflows, automation processes, and support system configurations.

Benefits

• Fully remote work opportunity.
• Career growth and leadership development opportunities.
• Exposure to innovative healthcare technology solutions.
• Opportunity to contribute to improving customer experience within a fast-growing organization.