Senior Reliance Care Associate

Reliance Health; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Remote-First Environment

Competitive Salary and Benefits

Premium Health Insurance

Unlimited Leave

Meaningful Impact

Collaborative Work Culture

Growth Opportunities

Learning & Development Allowance

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Quality Assurance

Team Leadership

Data analysis

Communication skills

Excel/Google Sheets

Customer support tools

Education

Bachelor’s degree

NYSC completed

Tools

Zendesk

Freshdesk

Intercom

Zoho Desk

Job description

Reliance Health’s mission is to make 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 continuous improvement across support teams and systems.

As the Senior Reliance Care Associate, you will:

Quality Assurance

• 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.

Team Leadership and Coaching

• 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.

Complex 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 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.

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 make better decisions.
• Track and report on whether we are meeting our SLAs and turnaround times.

Systems and Process Management

• 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.
• 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

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 anywhere 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 when 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 elevate your skills and career.
• Learning & Development Allowance
  We provide an allowance to support your ongoing professional growth and skill enhancement.

This is more than a job—it’s a chance to grow, thrive, and make a real difference. At Reliance Health, your journey matters.