Senior Reliance Care Associate

Senior Reliance Care Associate

Reliance Health's mission is to make quality healthcare delightful, affordable, and accessible in emerging markets. From Nigeria to Egypt and now Senegal, 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.

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.

What you'll do :

• 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