We’re a health insurance company that acts like a technology company. We’re using software, data science and telemedicine to make health insurance more affordable, easier to access and more of a delightful experience
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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.
Responsibilities
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
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
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