Quality Assurance Analyst — Elevate Member Experience & Compliance

GMHBA Limited

Geelong

On-site

AUD 70,000 - 95,000

Full time

5 days ago

Be an early applicant

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 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.