Customer Experience Coach - Contact Centre
Perth Radiological Clinic – Osborne Park WA
* Permanent position | Located Osborne Park
* Oversee the quality and output of our Patient Support Centre teams
* Make a real impact on patient experience
About us
Perth Radiological Clinic (PRC) is Western Australia's largest and most established private radiology provider, proudly doctor‐owned and serving the community for over 75 years. With a team of over 130 doctors and 1,250 professionals, we deliver high-quality diagnostic imaging across more than 20 hospital and community sites, powered by cutting‐edge technology and a commitment to compassionate care.
About the role
We're seeking a proactive and adaptable Quality Assurance Specialist (Patient Support Centre Quality Coach) to join Perth Radiological Clinic. As a key member of our patient support centre team, you'll help oversee the delivery of high-quality service through data analysis, improvement plans and feedback. This role is ideal for someone who thrives on improving service quality, coaching others to success, and using data to drive meaningful change. You will play a pivotal role in shaping the patient experience and supporting our Patient Support Officers to deliver exceptional care.
Key responsibilities
Reporting to the Patient Support Centre Manager, you will:
* Conduct quality evaluations of patient interactions using established metrics and guidelines.
* Monitor service levels by identifying trends, risks, and opportunities that impact patient experience and operational performance.
* Deliver actionable feedback to Patient Support Officers and Team Leaders to strengthen capability and consistency.
* Partner with Team Leaders to develop improvement plans and performance improvement strategies for individuals and teams.
* Analyse performance data by interpreting evaluation results and operational data to identify recurring issues, training needs, and process gaps.
* Facilitate one‐on‐one coaching and group training sessions to build skills, reinforce best practices, and drive continuous improvement.
About you
You're an experienced quality and assurance professional, confident delivering feedback and collaborating with others. You bring strong communication skills, a data‐driven approach, and the drive to contribute to a high‐performing team.
* Strong leadership skills and demonstrated ability to coach, develop and inspire a team.
* Relevant experience managing people and performance managing to productivity KPI's and data.
* Proven experience leading a team in a contact centre environment is desirable.
* Tertiary level qualification (e.g. bachelor's degree or diploma) in a relevant business discipline is desirable.
* Well‐developed interpersonal and problem‐solving skills.Sound technical skills including PowerBI, reporting and Microsoft Office.
At PRC, we're committed to being a great place to work — with benefits that reflect our values, reward your contribution, and support your career. We offer:
Financial & career
* Competitive, benchmarked remuneration with regular salary reviews
* Clear opportunities for internal progression and development
* Paid overtime for eligible roles (e.g. 1 in 3 Saturday mornings)
* Discounted PRC services for team members and family
* Comprehensive retail, lifestyle and gym benefits
* Novated leasing options
Leave & flexibility
* 15 weeks paid parental leave
* Flexible working arrangements, where applicable
* Option to purchase additional leave
* Long service leave after 7 years
* Subsidised on‐site parking available
* Uniforms provided
* Confidential Employee Assistance Program for you and your family
Recognition & culture
* Annual Excellence Awards
* Peer recognition through 'Thank a Legend' program
* Weekly CEO newsletter and transparent internal comms
* Annual all-staff Christmas party
* Regular morning teas and team‐building events
We're committed to building a workplace that reflects the diverse community we serve.
We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, and individuals from culturally and linguistically diverse backgrounds.
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