Senior Care Associate

Summary

Join Reliance Health as a Senior Reliance Care Associate and lead the quality assurance function across phone, chat, and email channels. You will monitor agent performance, develop scorecards, conduct coaching sessions, and drive process improvements to enhance KPIs. This role also involves workflow optimization, SOP development, and data-driven reporting. Leverage your expertise to improve accuracy, AHT, FCR, and CSAT. Present trends and recommendations to leadership. Reliance Health offers a competitive salary and benefits package, including a remote-first environment, premium health insurance, and unlimited leave.

Requirements

• 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

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

Benefits

• Competitive Salary and Benefits
• Remote-First Environment
• Premium Health Insurance
• Unlimited Leave
• Meaningful Impact
• Collaborative Work Culture
• Growth Opportunities
• Learning & Development Allowance