Top level Reliance Care Associate at Reliance Health in Remote

Job Description

The Top level Reliance Care Associate will head the QA operation across phone, chat, and email channels to guarantee compliance to quality benchmarks and SLAs.
The position includes supervising agent effectiveness, conceptualizing scorecards, carrying out mentoring sessions, and pushing process enhancements to improve KPIs which includes CSAT, AHT, FCR, and Quality assurance scores.
This role will also supervise process optimization, SOP development, and analytics-based status updates to assist operations excellency and client fulfillment.

Head and oversee the Quality assurance operation across phone, chat, and email channels
Track agent effectiveness and guarantee alignment to quality benchmarks and SLAs
Formulate and preserve standards scorecards and audit forms in sync with business targets
Carry out consistent calibrations, mentoring sessions, and effectiveness assessments with team key stakeholders and agents
Lead ongoing development through root cause evaluation and corrective action organizing
Map, evaluate, and enhance call centre processes (e.g., ticket managing, escalation, solution times)
Recognize business inefficiencies and head programs to enhance precision, AHT, FCR, and CSAT
Formulate SOPs and ensure adoption through development, recordkeeping, and adjustment management
Build dashboards and documentation to track Quality assurance scores, process effectiveness, and agent effectiveness
Convert data into practical findings to assist strategic judgment
Show practices and strategic guidance to executive guidance in a clear, graphics, and captivating document structure

3+ years of expertise in touch center QA, results tracking, or workflow optimization
Deep knowledge of call centre KPIs (CSAT, AHT, Quality assurance Score, FCR, NPS)
Competence in Quality assurance resources, CRM operational structures, and data visualization channels (e.g., Excel, Power BI, or Tableau)
Expertise operating with SOPs, journey mapping, and process recordkeeping
Clear articulation, facilitation, and stakeholder engagement competencies