Quality Assurance Analyst

GMHBA Limited; Geelong; On-site; AUD 70,000 - 95,000; Full time

Job summary

GMHBA Limited is seeking an experienced Quality Assurance Analyst to elevate quality, compliance, and member experiences across our Contact Centre. This internal promotion offers you the chance to deepen your impact within a trusted health services organisation.

You will review interactions, identify trends and risks, coach teams, and contribute to reporting, audits and continuous improvement initiatives. A strong focus on stakeholder engagement and Agile practices will help drive a

Qualifications

• Experience in a Contact Centre and/or Retail environment.
• Strong knowledge of PHI products and health insurance.
• 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.

Skills

Contact Centre

Retail

PHI products

Health insurance

Communication

Stakeholder engagement

Attention to detail

Analytical thinking

Multiple systems

MS Word

MS Excel

Tools

Microsoft Word

Microsoft Excel

Job description

Are you looking for a new opportunity to make an even greater impact here at GMHBA? We're excited to promote this role internally, offering you the chance to further rediscover remarkable and contribute to our mission of empowering and supporting communities to live well.

You already know firsthand what makes GMHBA a truly special place to work. As part of our over 90-year heritage, you've seen how we genuinely value our members, customers, patients and employees. You have experienced our commitment to exceptional care and our dedication to creating a remarkable workplace.

Looking for your next career move?

We're seeking an experienced and motivated team member to step into the role of Quality Assurance Analyst and help drive quality, compliance, and exceptional member experiences across our Contact Centre operations.

What you'll do

• 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.

About you

You’ll bring:

• Experience in a Contact Centre and/or 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.

Highly regarded:

• Quality Assurance experience.
• Coaching or mentoring experience.
• Experience working in Agile environments.
• Formal coaching training.

If you have any questions about this position or the recruitment process, please reach out to the careers team at [e-mail]

Applications close on Thursday,1st Oct 2026.

At GMHBA, we are committed to building a diverse and inclusive workplace where everyone feels respected, valued, and empowered to be their authentic selves. We believe that inclusion strengthens our organisation, enriches our culture, and allows us to better support our members, patients, and communities. We actively welcome and encourage applications from people of all backgrounds, identities, and experiences.

In submitting an application, you agree that you have read and accepted the terms and conditions of our recruitment privacy statement: gmhba.com.au/privacy.