Taking applicationsVoice Support·Posted 14h ago
Senior Reliance Care Associate
Reliance HealthVerified company
Nigeria
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Nigeria
EnglishSenior level
About the role
Senior customer support role focused on quality assurance, coaching a team of support agents, and handling complex escalated cases across phone, chat, and email. It also involves Zoho Desk setup, SOPs, and performance reporting, with Nigerian NYSC completion required.
What you'll do
- Check quality of phone, chat, and email conversations
- Create scorecards and run audits
- Lead and coach 10+ customer support agents
- Manage escalated and complex customer cases
- Collaborate with medical, claims, and operations teams
- Create reports and dashboards for CSAT, AHT, FCR, and QA scores
- Set up Zoho Desk workflows, automation, and ticket routing
- Write and update SOPs, templates, and macros
What you'll need
- Bachelor's degree
- Completed NYSC or valid exemption letter
- 3+ years in customer support operations
- 1–2 years in quality assurance
- Experience leading or supervising 5+ people
- Experience with ticketing or helpdesk software
- Strong Excel or Google Sheets skills
- Strong written and spoken communication
Skills
Quality assuranceCustomer support operationsScorecards and auditsTeam leadership and coachingZoho DeskExcel or Google SheetsData reporting and dashboardsSLA management
Benefits
Remote workHealth insurancePaid time offCareer growthLearning & development allowanceCompetitive salaryCollaborative work cultureMeaningful impact
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