Senior Reliance Care Associate

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:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

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:
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.