Senior Reliance Care Associate

This is a fully remote position, open to applicants in Nigeria.

📋 Description

• Evaluate the quality of customer interactions via phone, chat, and email to ensure they adhere to our standards.

• Develop and utilize scorecards to assess the performance of team members.

• Conduct regular audits to identify issues and opportunities for improvement.

• Ensure that the team complies with our guidelines and meets service level agreements (SLAs).

• Identify methods to enhance our processes and boost customer satisfaction.

• Lead and mentor a team of 10 or more customer support representatives.

• Hold regular one-on-one meetings to provide feedback and facilitate team member development.

• Train team members on managing challenging customer interactions.

• Develop personalized plans for each team member to enhance their skills.

• Address escalated customer concerns that require senior management attention.

• Manage complex customer cases involving various health issues or sensitive situations.

• Collaborate with other teams (such as medical, claims, or operations) to resolve intricate problems.

• Supervise emergency situations to ensure that critical cases are properly addressed.

• Ensure follow-up on unresolved issues from the first contact until closure.

• Leverage data to identify trends, problems, and areas for improvement.

• Generate reports and dashboards to monitor team performance (CSAT, AHT, FCR, QA scores).

• Share insights with leadership to facilitate informed decision-making.

• Monitor and report on compliance with our SLAs and turnaround times.

• Set up and manage Zoho Desk to enhance team efficiency.

• Create workflows, automation rules, and ticket routing to accelerate processes.

• Design templates and macros to enable quicker customer responses.

• Write and revise Standard Operating Procedures (SOPs) for team adherence.

⛳️ Requirements

• Bachelor’s degree in any field.

• Must have completed NYSC or possess a valid exemption letter.

• At least 3 years of experience in customer support operations.

• Minimum of 1-2 years of experience in quality assurance (evaluating work quality, developing scorecards, coaching team members).

• Experience in leading or supervising a team of 5 or more individuals.

• Proficiency in using any ticketing or helpdesk software (e.g., Zendesk, Freshdesk, Intercom, Zoho Desk).

• Strong skills in Excel or Google Sheets (ability to create reports, utilize formulas, and generate charts).

• Excellent written and verbal communication abilities.

• Nice To Have:

• Familiarity with Zoho Desk specifically.

• Background in the health tech or health insurance industries.

• Experience with data analysis or basic SQL.

• Knowledge in setting up automation and workflows within support software.

🏝️ Benefits

• Remote-First Environment.

• Competitive Salary and Benefits.

• Premium Health Insurance.

• Unlimited Leave.

• Meaningful Impact.

• Collaborative Work Culture.

• Growth Opportunities.

• Learning & Development Allowance.