Senior Reliance Care Associate

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Reliance Health

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

⚕️ Healthcare Insurance

📡 Telecommunications

🧘 Wellness

💰 $40M Series B on 2022-02

Healthcare Insurance • Telecommunications • Wellness

Reliance Health is a company dedicated to reimagining employee healthcare by providing innovative health benefits suited for businesses in emerging markets. They offer a comprehensive range of health plans tailored to fit businesses of any size, covering proactive treatments, neonatal care, emergencies, and chronic conditions. Through their mobile app, plan members can access telemedicine, virtual doctor appointments, and prescription deliveries, ensuring a convenient and efficient healthcare experience. Reliance Health collaborates with over 3,800 health and wellness partners globally to deliver high-quality clinical services that meet international standards.

📋 Description

• Check the quality of customer conversations across phone, chat, and email to make 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 better.• Make sure the team follows our rules and meets our service level agreements (SLAs).• Find ways to improve how we work and make customers happier.• Lead 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 better at their job.• Handle escalating customer issues that need senior attention.• Manage difficult customer cases that involve multiple health issues or tricky situations.• Work with other teams (like medical, claims, or operations) to solve complex problems.• Oversee emergency scenarios and make sure serious cases are handled properly.• Make sure problems that are not solved on the first contact are followed up and closed.• 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 make better decisions.• Track and report on whether we are meeting our SLAs and turnaround times.• Set up and manage Zoho Desk to help the team work efficiently.• 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., Zendesk, Freshdesk, Intercom, Zoho Desk)• Good skills in Excel or Google Sheets (can create reports, use formulas, make charts)• Strong written and spoken communication skills• Nice 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

• Remote-First Environment• Competitive Salary and Benefits• Premium Health Insurance• Unlimited Leave• Meaningful Impact• Collaborative Work Culture• Growth Opportunities• Learning & Development Allowance