Senior Reliance Care Associate at Reliance HMO

Description

• 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