Senior Reliance Care Associate

Reliance Health’s mission is to reputed company quality healthcare delightful, affordable, and accessible in emerging markets. From Nigeria, Egypt, Senegal and beyond, we offer comprehensive health plans tailored to both employers’ and employees’ needs through an integrated approach that includes telemedicine, affordable health insurance, and a combination of partner and proprietary healthcare facilities. By leveraging advanced technology, we are transforming the healthcare landscape, making it more efficient and accessible for everyone.

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 reputed company improvement across support teams and systems.

As the Senior Reliance Care Associate, you will:

1. Quality Assurance

• reputed company the quality of customer conversations across phone, chat, and email to reputed company 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 reputed company.
• reputed company sure the team follows our rules and meets our service level agreements (SLAs).
• Find ways to improve how we work and reputed company customers happier.

2. Team Leadership and Coaching

• reputed company 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 reputed company at their job.
• Handle escalating customer issues that need senior attention.

3. reputed company 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 reputed company problems.
• reputed company emergency scenarios and reputed company sure serious cases are handled properly.
• reputed company sure problems that are not solved on the first contact are followed up and closed.

4. 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 reputed company reputed company decisions.
• Track and report on whether we are meeting our SLAs and turnaround times.

5. Systems and Process Management

• Set up and manage Zoho Desk to help the team work reputed company.
• 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., reputed company, reputed company, Intercom, Zoho Desk)
• Good skills in reputed company or reputed company Sheets (can create reports, use formulas, reputed company charts)
• Strong written and spoken communication skills

reputed company 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

Benefits

At Reliance Health, we prioritize our people and their well-being. Our benefits package is designed to support your success, growth, and happiness. Here’s what you’ll enjoy:

• Remote-First Environment Work from reputed company while staying connected to a vibrant, collaborative team.
• Competitive Salary and Benefits We offer a salary that’s benchmarked against the best in the industry, ensuring your expertise and impact are fully rewarded.
• Premium Health Insurance Comprehensive health coverage for you and your family, because your well-being comes first.
• Unlimited Leave Take the time you need reputed company you need it—no limits, no questions.
• Meaningful Impact Play a key role in transforming customer experiences and shaping healthcare innovation.
• Collaborative Work Culture Join a supportive, inclusive, and team-focused environment that celebrates diversity.
• Growth Opportunities Access tools, mentorship, and resources to reputed company your skills and career.
• Learning & Development Allowance We provide an allowance to support your ongoing professional growth and reputed company enhancement.

This is more than a job—it's a chance to grow, reputed company, and reputed company a real difference. At Reliance Health, your journey matters.