Quality Assurance & Member Experience Analyst

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

Benefits offered by this job

Diversity & Inclusion

Job summary

GMHBA is seeking a Quality Assurance Analyst to drive quality, compliance, and member experiences across our Contact Centre operations. You will review interactions across calls, emails and webchat, identify coaching opportunities, and support continuous improvement initiatives with leaders and teams.

You’ll bring experience in a Contact Centre/Retail environment, strong PHI knowledge, and excellent stakeholder engagement.

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.
• Attention to detail and analytical thinking.

Responsibilities

• Review member interactions for quality and compliance across channels.
• Identify trends, risks, and opportunities for coaching and improvement.
• Provide insights to leaders and support continuous improvement initiatives.
• Support calibration activities and QA reporting.
• Collaborate with Member Services, Sales, Retention and support teams.

Skills

Quality Assurance

Contact centre experience

Stakeholder engagement

Analytical thinking

Excel

Word

Tools

Microsoft Word

Microsoft Excel

Job description

GMHBA is seeking a Quality Assurance Analyst to drive quality, compliance, and member experiences across our Contact Centre operations. You will review interactions across calls, emails and webchat, identify coaching opportunities, and support continuous improvement initiatives with leaders and teams.

You’ll bring experience in a Contact Centre/Retail environment, strong PHI knowledge, and excellent stakeholder engagement.