Quality Assurance Associate

March 19

Apply Now

Receive Emails with Similar Jobs

Reliance Health

WebsiteLinkedInAll Job Openings

Reliance Health is a company dedicated to reimagining employee healthcare by providing innovative health benefits suited for businesses in emerging markets. They offer a comprehensive range of health plans tailored to fit businesses of any size, covering proactive treatments, neonatal care, emergencies, and chronic conditions. Through their mobile app, plan members can access telemedicine, virtual doctor appointments, and prescription deliveries, ensuring a convenient and efficient healthcare experience. Reliance Health collaborates with over 3,800 health and wellness partners globally to deliver high-quality clinical services that meet international standards.

Health Insurance • Healthcare • Technology • HMO • Business Health Insurance

201 - 500 employees

Founded 2016

⚕️ Healthcare Insurance

📡 Telecommunications

🧘 Wellness

💰 $40M Series B on 2022-02

📋 Description

• We are looking for a Quality Assurance Associate to join our Contact Center Quality and Training Team. • The Quality Assurance Associate will play a critical role in ensuring the delivery of consistent, high-quality service across all channels voice, email, and chat. • They will focus on monitoring, evaluating, and coaching RCOS to achieve excellence in customer interactions while maintaining compliance, process adherence, and service-level agreements (SLAs). • The ideal candidate should have 1 year of RCC experience, a strong understanding of process workflows, customer satisfaction metrics, and a passion for continuous improvement. • Conduct weekly audits on a minimum of 7 encounters per RCO. • Audit 10 (Pre Authorization) requests daily for accuracy and compliance. • Maintain 2% random audits on RCC encounters monthly. • Provide two structured 1-on-1 coaching sessions per week for agents. • Own the training process for new hires and update training materials. • Generate bi-weekly newsletters and develop compliance reports.

🎯 Requirements

• Analytical Skills: Ability to analyze trends, identify gaps, and propose solutions for quality improvements. • Coaching & Mentoring: Strong interpersonal skills to guide and coach team members effectively. • Communication Skills: Clear, empathetic, and professional in both verbal and written communication. • Attention to Detail: Ability to audit encounters with a sharp focus on accuracy and compliance. • Process-Oriented: Familiar with workflows, service-level agreements (SLAs), and consequence matrices. • Adaptability: Ability to handle dynamic and fast-paced environments while managing multiple priorities.

🏖️ Benefits

• Join a market leader within the Health Insurance space • Remote-first work environment • Work alongside & learn from best-in-class talent • Attractive compensation & benefits • Great work culture • Work and learn from some of the best in the industry