Senior Reliance Care Associate
R
Reliance HealthHealth Tech
NigeriaFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- Minimum 3 years’ experience in customer support operations; Minimum 1 -2 years’ experience in quality assurance
- Required Skills
- Data AnalysisMicrosoft ExcelQuality AssuranceCustomer supportGoogle Sheets
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
Responsibilities
- 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.
- Lead and support a team of 10 or more customer support agents.
- Manage difficult customer cases that involve multiple health issues or tricky situations.
- Use data to find patterns, problems, and opportunities to improve.
- Create reports and dashboards to track team performance (CSAT, AHT, FCR, QA scores).
- Set up and manage Zoho Desk to help the team work efficiently.
- Create workflows, automation rules, and ticket routing to speed up work.
- Write and update Standard Operating Procedures (SOPs) for the team to follow.
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