About the Role
Reliance Health is seeking a detail-oriented Senior Care Associate to improve the quality and performance of its customer support operations. You’ll lead QA efforts, coach support teams, and optimize systems to enhance customer experience across phone, chat, and email.
Key Responsibilities
- Monitor and evaluate customer interactions using QA scorecards
- Lead and coach a team of 10+ support agents
- Handle complex and escalated customer cases
- Track performance metrics (CSAT, SLA, AHT, etc.) and report insights
- Manage support tools (e.g., Zoho Desk), workflows, and SOPs
Requirements
- Bachelor’s degree + NYSC completion/exemption
- 3+ years in customer support, with 1–2 years in QA
- Experience leading teams and using helpdesk tools
- Strong Excel/Google Sheets and communication skills
Nice to Have
- Experience with Zoho Desk, SQL, or health/insurance industry
Perks & Benefits
- Fully remote work
- Competitive salary
- Health insurance
- Unlimited leave
- Learning & development support
- Career growth opportunities