Quality Assurance Analyst: Elevate Member Experience

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

Job summary

GMHBA Ltd. is seeking a Quality Assurance Analyst to review member interactions across calls, emails and webchat, driving quality, compliance and improved member experiences within our Contact Centre.

You will identify opportunities, support coaching and contribute to QA reporting and continuous improvement initiatives. The role requires experience in a contact centre/retail environment, knowledge of PHI products, and strong stakeholder communication.

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.

Responsibilities

• Review member interactions for quality and compliance across calls, emails and webchat.
• Identify trends, risks and development opportunities; provide coaching insights.
• Support Team Leaders with feedback, coaching and QA insights; calibrate QA processes.
• Contribute to reporting, audits and continuous improvement initiatives.
• Build strong relationships across Member Services, Sales, Retention and support teams.

Skills

Contact centre experience

PHI products knowledge

Stakeholder engagement

Attention to detail

Analytical thinking

Communication

MS Word & Excel

Tools

Microsoft Word

Microsoft Excel

Job description

GMHBA Ltd. is seeking a Quality Assurance Analyst to review member interactions across calls, emails and webchat, driving quality, compliance and improved member experiences within our Contact Centre.

You will identify opportunities, support coaching and contribute to QA reporting and continuous improvement initiatives. The role requires experience in a contact centre/retail environment, knowledge of PHI products, and strong stakeholder communication.