Quality Assurance Analyst-Contact Center

GMHBA Ltd; Geelong; On-site; AUD 70,000 - 90,000; Full time

Job summary

GMHBA Ltd in Geelong, VIC is seeking a Quality Assurance Analyst for our Contact Centre to strengthen quality, compliance, and member experiences across calls, emails and webchat.

You will review interactions, conduct QA calibration, provide coaching insights to leaders, and contribute to reporting, audits and continuous improvement with cross‑team collaboration.

Qualifications

• 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.

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

Stakeholder engagement

Attention to detail

Analytical thinking

Excellent communication

MS Word

MS Excel

Tools

Microsoft Word

Microsoft Excel

Job description

Quality Assurance Analyst-Contact Center

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.

In this role, you'll review member interactions across calls, emails, and webchat, identify coaching and improvement opportunities, provide valuable insights to leaders, and support continuous improvement initiatives across the business.

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.
• Formal coaching training.

Why apply?

This is a fantastic opportunity to broaden your experience in quality assurance, coaching, compliance, reporting, and continuous improvement while making a meaningful impact on the member experience.

If you believe you would be a great fit but don't quite tick all the boxes, we encourage you to apply.

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.