We have an opening for a Quality Assurance (QA) Lead to join our PHI Operations team.
**About the role**
The Quality Assurance Lead is responsible for monitoring and improving the quality of GMHBA's Member Experience as it relates to our Agents adherence to quality and compliance. The role is accountable for the development and delivery of QA Frameworks and Quality Programs within the PHI Operations business unit. The Quality Assurance Lead is also responsible for providing product & systems support to Customer Service Agents as they answer member enquiries.
**About you**
- Previous experience in a similar QA role, ideally within a frontline operations environment
- Previous experience developing and maintaining QA frameworks & programs
- Previous experience leading teams in a Contact Centre environment
- Excellent communication skills, both written and verbal
- 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 organising 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
**Interested? Then, let's get started.**
Download the position description
**Healthier Together When Vaccinated**
GMHBA has made COVID vaccinations mandatory for all employees in order to protect staff, patients and members becoming infected with or transmitting COVID-19. This decision reflects our ongoing commitment as a health company to protect the health of our community. You will be required to provide proof of double dose vaccination (or three doses for a health practice related role), or a medical exemption as a condition of employment.