Reliance Health uses Technology to Make Healthcare Accessible and Affordable. Through an integrated approach that includes affordable health insurance, telemedicine, and a combination of partner and proprietary healthcare facilities, Reliance Health offers innovative healthcare solutions that meet the needs of emerging markets.
The Senior Reliance Care Associate will lead the quality assurance function across phone, chat, and email channels to ensure adherence to quality standards and SLAs. The role involves monitoring agent performance, developing scorecards, conducting coaching sessions, and driving process improvements to enhance KPIs such as CSAT, AHT, FCR, and QA scores. This position will also oversee workflow optimization, SOP development, and data-driven reporting to support operational excellence and customer satisfaction.
Location: Nigeria Remote
Responsibilities
- Lead and manage the QA function across phone, chat, and email channels
- Monitor agent performance and ensure adherence to quality standards and SLAs
- Develop and maintain quality scorecards and audit forms aligned with business objectives
- Conduct regular calibrations, coaching sessions, and performance reviews with team leaders and agents
- Drive continuous improvement through root cause analysis and corrective action planning
- Map, analyze, and optimize contact center workflows (e.g., ticket handling, escalation, resolution times)
- Identify operational inefficiencies and lead initiatives to improve accuracy, AHT, FCR, and CSAT
- Develop SOPs and ensure adoption through training, documentation, and change management
- Build dashboards and reports to track QA scores, process efficiency, and agent performance
- Translate data into actionable insights to support decision-making
- Present trends and recommendations to leadership in a clear, visual, and compelling format
Requirements
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- 3+ years of experience in contact center quality assurance, performance management, or process improvement
- Strong understanding of contact center KPIs (CSAT, AHT, QA Score, FCR, NPS)
- Proficiency in QA tools, CRM systems, and data visualization platforms (e.g., Excel, Power BI, or Tableau)
- Experience working with SOPs, journey mapping, and process documentation
- Excellent communication, facilitation, and stakeholder management skills
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:
- 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. - Remote-First Environment
Work from anywhere while staying connected to a vibrant, collaborative team. - 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.
Application Dealine not specified
METHOD OF APPLICATION
Interested and Qualified should Go click link below to Apply.
CLICK HERE TO APPLY
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