Are you ready to rediscover remarkable and make a positive impact on people’s lives? At GMHBA, every day brings an opportunity to empower and support communities to live well. Join us to be part of something meaningful and discover the remarkable benefits of working at GMHBA.
GMHBA takes pride in being an Australian not-for-profit health insurance and healthcare company that truly values its members. For a rewarding 90 years, we've been dedicated to serving the community and as a result have become one of Australia's leading regionally based private health insurers. We live and breathe exceptional care and are dedicated to making GMHBA a remarkable place to work. We value building connections, embrace individuality, and maintain a supportive, performing culture. GMHBA offers a flexible workplace, a community-focused culture, and a great regional lifestyle
Job Description
About the Opportunity
GMHBA is seeking a passionate and experienced Quality Assurance Lead to oversee and drive quality assurance frameworks across our Member Experience team. This pivotal role ensures that every member interaction meets our high standards of service, compliance, and care.
Key Responsibilities:
Develop and maintain robust QA frameworks and programs across multiple teams including Contact Centres, Sales, Retention, and Branches.
Collaborate with internal stakeholders to define quality standards and align on performance measures.
Lead assurance activities, monitor outputs, and identify opportunities for continuous improvement.
Provide insights, reports, and recommendations to senior leaders.
Ensure compliance with regulatory standards and internal policies.
Mentor and guide QA Analysts, helping to build a culture of quality and accountability.
Desired Skills and Experience
About you
As the ideal candidate, you’ll need to demonstrate the following skill and experience:
Mandatory
Previous experience in a similar continuous quality improvement role
Previous experience developing and maintaining QA frameworks & programs
Previous experience leading teams in a Contact Centre environment
Excellent communication skills, both written and verbal
Excellent data analysis and reporting skills
Able to build relationships and influence at levels, both internally and externally
Committed to continuous improvement
The ability to be proactive, self-motivated and work on own initiative including planning and organizing own workload
Consultative and inclusive approach
Intermediate/Advanced skills in PowerPoint, Word & Excel
Highly Desirable
Tertiary qualification in a relevant field (i.e., business, finance, commerce) or by relevant experience
Previous experience leading QA teams in a Contact Centre environment
Experience in a related sector (i.e., Private Health Insurance, General Insurance or Banking)
Certification or experience of internal and external coaching methods
If you believe you would be a great fit but don’t quite tick all the boxes, we encourage you to apply.
Let’s get started.
Submit your application online today. Applications closes on Thursday,15th May 2025
If you have any questions about this position or the recruitment process, please reach out to the careers team at careers@gmhba.com.au
At GMHBA, we value a diverse and inclusive culture. We are committed to creating a workplace where every single person feels valued and can be their true, authentic selves. It allows us to be more reflective of our community, have a range of perspectives, and better support our customers, members, and patients. We encourage candidates with diverse backgrounds, experiences, perspectives, and beliefs to apply for this role.
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.
