QA Lead

Remarkable people; remarkable career.

Are you ready to rediscover remarkable and make a positive impact on peoples 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 notforprofit health insurance and healthcare company that truly values its members. For a rewarding 90 years weve been dedicated to serving the community and as a result have become one of Australias 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 communityfocused culture and a great regional lifestyle

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.

About you

As the ideal candidate youll 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 selfmotivated 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 dont quite tick all the boxes we encourage you to apply.

Lets get started.

Submit your application online today. Applications closes on Thursday15th May 2025

If you have any questions about this position or the recruitment process please reach out to the careers team at

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.

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