Member Experience QA Analyst – Contact Center

GMHBA Limited

Geelong

On-site

AUD 70,000 - 90,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

GMHBA Limited seeks a Quality Assurance Analyst to drive quality, compliance, and member experiences across our Contact Centre operations in Geelong. You will review interactions across calls, emails, and webchat, identify coaching opportunities, and support continuous improvement with insights for leaders.

The role requires experience in Contact Centre/Retail, strong PHI health-insurance knowledge, and excellent communication with stakeholders.

Qualifications

Experience in a Contact Centre/ Retail environment.
Strong knowledge of PHI products and the health insurance industry.
Excellent communication and stakeholder engagement skills.
Strong attention to detail and analytical thinking.
Confidence using multiple systems and technology platforms.
Intermediate Microsoft Word and Excel skills.

Responsibilities

Review and assess member interactions for quality and compliance.
Identify trends, risks, and development opportunities.
Support Team Leaders with feedback, coaching, and quality insights.
Participate in QA calibration activities.
Contribute to reporting, audits, and continuous improvement initiatives.
Build strong relationships across Member Services, Sales, Retention, and support teams.