Latest Jobs at Reliance HMO

We are looking for a detail‑oriented and process‑driven Senior Reliance Care Associate to strengthen the quality and effectiveness of our customer support operations across phone, chat, and email. The ideal candidate will bring strong experience in quality assurance, customer service excellence, and support‑tool optimization, with a passion for improving both team performance and the customer experience.

• This role is perfect for someone who is both analytical and collaborative, thrives in a fast‑paced environment, and is committed to driving continuous improvement across support teams and systems.

As the Senior Reliance Care Associate, you will:

Quality Assurance

• 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
• Make sure the team follows our rules and meets our service level agreements (SLAs)
• Find ways to improve how we work and make customers happier

Team Leadership and Coaching

• Lead and support a team of 10 or more customer support agents
• Have regular one-on-one meetings to give feedback and help team members grow
• Train team members on how to handle difficult customer situations
• Create plans to help each person on the team get better at their job
• Handle escalating customer issues that need senior attention

Complex Case Management

• Manage difficult customer cases that involve multiple health issues or tricky situations
• Work with other teams (like medical, claims, or operations) to solve complex problems
• Oversee emergency scenarios and make sure serious cases are handled properly
• Make sure problems that are not solved on the first contact are followed up and closed

Data and Reporting

• Use data to find patterns, problems, and opportunities to improve
• Create reports and dashboards to track team performance (CSAT, AHT, FCR, QA scores)
• Share insights with leadership to help make better decisions
• Track and report on whether we are meeting our SLAs and turnaround times

Systems and Process Management

• Set up and manage Zoho Desk to help the team work efficiently
• Create workflows, automation rules, and ticket routing to speed up work
• Design templates and macros so the team can respond to customers faster
• Write and update Standard Operating Procedures (SOPs) for the team to follow

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

Nice To Have

• Experience with Zoho Desk specifically
• Experience in health tech or health insurance industry
• Experience with data analysis or basic SQL
• Experience setting up automation and workflows in support software

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• We are looking for a creative and culturally attuned Communications Associate (French) to support our brand's growth and engagement across digital platforms in francophone markets. The ideal candidate will bring strong experience in content creation, social media management, and community engagement, combined with a solid understanding of French-speaking audiences across Africa.
• This role is perfect for someone who is both creative and strategic, thrives in a fast-paced environment, is passionate about building meaningful online communities through compelling content, and can communicate fluently in both French and English.

As the Communications Associate (French), you will:

Social Media & Content Execution

• Create simple, clear posts in French for all RH social channels targeting francophone markets.
• Plan weekly and monthly content with guidance from the Manager.
• Adapt content to each platform (LinkedIn, Twitter/X, Instagram, Facebook) while ensuring cultural relevance for French-speaking audiences.
• Write captions in French, design simple graphics (or brief a designer), and schedule posts.
• Lead on French-language content across all markets.

Writing & Messaging

• Write simple, clear, and human-centered messages in both French and English.
• Create blog posts, email copy, social posts, and scripts tailored to francophone audiences.
• Review French content for grammar, clarity, and consistency.
• Help maintain the Reliance Health tone of voice across francophone markets.

Internal Communications Support

• Help draft internal updates, announcements, and newsletters in French where required.
• Work with cross-functional teams to understand what needs to be communicated to French-speaking staff and stakeholders.
• Write messages that are easy to understand for staff across all francophone markets.

Reporting & Analytics

• Track performance of posts and campaigns across francophone markets.
• Prepare monthly dashboards with insights specific to French-speaking audiences.
• Use data to explain what worked and what needs improvement.
• Suggest small changes to improve performance within francophone markets.

Campaign Support

• Help plan and run marketing and communications campaigns targeted at francophone markets.
• Coordinate with product, sales, clinical, and leadership teams to ensure French-language campaigns are accurate and on-brand.
• Keep campaign tasks on schedule and communicate progress.

Brand & Tone Governance

• Ensure all French content follows brand guidelines and maintains accuracy in translation and messaging.
• Keep messaging aligned across francophone markets and flag inconsistencies between French and English content.
• Alert the Manager when French content does not fit brand values or cultural context.

Cross-functional Collaboration

• Work with Sales, Product, Clinical, and Leadership teams to gather information and produce French-language content.
• Serve as a cultural and linguistic bridge between English-speaking teams and francophone markets.
• Share updates clearly when working remotely across different markets.

Continuous Learning & Light Strategy

• Stay updated on social trends across francophone African markets.
• Suggest content ideas that resonate with each French-speaking country's audience.
• Support the Manager in making strategic improvements to French-language content and communications.

Requirements

• Bachelor's Degree or HND in any discipline required.
• Must have completed NYSC or have a valid exemption letter.
• Proficiency in Microsoft Office Suite.
• Proficiency with social media tools and CRM tools.
• Very strong writing skills in both French and English (clarity, grammar, and structure in both languages).
• Ability to work effectively in a remote environment.
• Fluent in both French and English, with an understanding of francophone African digital culture.
• Data literacy (comfortable with dashboards, metrics, and insights).

Nice To Have

• Basic design or video editing skills (Canva, CapCut, etc.).
• Experience with health tech, fintech, or B2B content.
• Experience working across multiple francophone markets (e.g. Senegal, Côte d'Ivoire, Cameroon).
• Skills in Zoho and Adobe Suite.
• Previous experience in content creation and creative writing for French-speaking audiences.