Senior Reliance Care Associate - Remote

Reliance Health is seeking a full-time, remote Senior Reliance Care Associate based in Nigeria. The primary focus of this role is to strengthen the quality and effectiveness of customer support operations across phone, chat, and email. As an analytical and collaborative professional, you will be responsible for evaluating conversation quality, leading a team of support agents, managing complex healthcare customer cases, and utilizing data analytics to track performance. Additionally, you will oversee system workflows and process optimizations within Zoho Desk to improve overall service delivery.

Key Responsibilities:

• Evaluate the quality of customer conversations across all communication channels to ensure alignment with operational standards.
• Create scorecards, perform regular quality audits, and ensure strict adherence to service level agreements (SLAs).
• Lead, coach, and support a team of 10 or more customer support agents through regular one-on-one feedback sessions and structured performance improvement plans.
• Handle escalated or complex customer issues involving multiple healthcare variables, coordinating directly with medical, claims, or operations teams for resolution.
• Build dashboards and analyze operational data (such as CSAT, AHT, FCR, and QA scores) to share actionable insights with leadership.
• Set up, manage, and optimize Zoho Desk configurations, including automation rules, ticket routing, templates, macros, and Standard Operating Procedures (SOPs).

Requirements:

• Bachelor's degree in any discipline along with a completed NYSC certificate or a valid exemption letter.
• Minimum of 3 years of experience in customer support operations. Minimum of 1–2 years of experience specifically in quality assurance, including scorecard creation and team coaching.
• Proven experience leading or supervising a team of 5 or more individuals. Hands-on experience using ticketing or helpdesk software such as Zendesk, Freshdesk, Intercom, or Zoho Desk.
• Strong proficiency in Microsoft Excel or Google Sheets for generating reports, utilizing formulas, and building charts.
• Strong written and spoken communication skills. Specific experience with Zoho Desk, the health tech/insurance industry, basic SQL data analysis, or workflow automation setup is highly advantageous.

Benefits:

• Work within a flexible, remote-first environment from anywhere in Nigeria.
• Competitive salary benchmarked against industry standards along with premium health insurance for you and your family.
• Access to an unlimited leave policy to support work-life balance and personal well-being.
• Dedicated learning and development allowance alongside mentorship resources to support continuous professional growth.
• Opportunity to operate within a collaborative, inclusive work culture making a meaningful impact on regional healthcare innovation.