Senior Care Quality & Support Lead (Remote-First)

Reliance Health; United States; Remote; USD 60.000 - 90.000; Vollzeit

Benefits dieser Stelle

Remote-First Environment

Competitive Salary and Benefits

Premium Health Insurance

Unlimited Leave

Meaningful Impact

Collaborative Work Culture

Growth Opportunities

Learning & Development Allowance

Zusammenfassung

Reliance Health is seeking a Senior Reliance Care Associate to enhance quality and efficiency across phone, chat, and email support. You will lead a 10+ person team, implement QA scorecards, and drive improvements with cross-functional partners.

The role emphasizes data-driven decision making, SLA adherence, and scalable processes in a remote-first environment. Ideal candidates bring health tech support experience and strong coaching skills.

Qualifikationen

• Bachelor’s degree in any discipline; NYSC completed or exempt.
• Minimum 3 years in customer support operations.
• Minimum 1–2 years in quality assurance (QA, scorecards, coaching).
• Experience leading or supervising a team of 5+ people.
• Experience with Zendesk, Freshdesk, Intercom, or Zoho Desk.
• Strong Excel/Google Sheets for reporting and charts.

Aufgaben

• Quality Assurance: check customer conversations and create scorecards.
• Lead and coach a team of 10+ agents, with regular feedback.
• Manage complex cases and collaborate with cross-functional teams.
• Create data reports and dashboards to track CS metrics (CSAT, AHT, FCR, QA).
• Set up Zoho Desk workflows, templates, and SOPs.

Kenntnisse

Quality Assurance

Team Leadership

Data analysis

Communication skills

Excel/Google Sheets

Customer support tools

Ausbildung

Bachelor’s degree

NYSC completed

Tools

Zendesk

Freshdesk

Intercom

Zoho Desk

Jobbeschreibung

Reliance Health is seeking a Senior Reliance Care Associate to enhance quality and efficiency across phone, chat, and email support. You will lead a 10+ person team, implement QA scorecards, and drive improvements with cross-functional partners.

The role emphasizes data-driven decision making, SLA adherence, and scalable processes in a remote-first environment. Ideal candidates bring health tech support experience and strong coaching skills.