Quality and Training Lead

• Permanent position | Located Osbourne Park
• Oversee the quality & training within our patient support 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 & Training Lead to join Perth Radiological Clinic. As a key member of our Patient Support Centre team, you’ll act as the central point for training, quality assurance and knowledge management, ensuring team members are capable, confident and supported to meet operational and quality objectives. 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 onboarding and training experience, supporting our Patient Support Officers to deliver exceptional care while having the opportunity to lead a small team. 

Key responsibilities

Reporting to the Head of Contact Centre, you will:

• Lead quality assurance activities across calls, emails and other patient interactions to ensure alignment with service standards, quality metrics and operational procedures.
• Develop, deliver and maintain onboarding, induction, refresher and targeted training programs for new and existing team members.
• Provide clear feedback, coaching and support to Patient Support Centre team members, partnering with Team Leaders to develop individual and team action plans.
• Maintain accurate and accessible training materials, work instructions, procedures and knowledge articles, ensuring information remains current and aligned to organisational requirements.
• Lead the ongoing governance and improvement of the Patient Support Centre knowledge base, coordinating updates arising from business, system and operational changes.
• Provide effective leadership, coaching and development to direct reports, supporting performance, engagement and capability uplift.
• Contribute to continuous improvement initiatives, including process improvements, workflow changes and service improvement programs that enhance efficiency, compliance and patient satisfaction.

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 and develop a team.
• Relevant experience managing people and performance managing to productivity KPI’s and data.
• Demonstrated ability to build working relationships with internal and external stakeholders.  
• Proven experience coordinating training in a contact centre environment is desirable.
• Certificate IV in Training and Assessment (TAE) or equivalent 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 Microsoft Office skills i.e. Word, Excel and PowerPoint. 

Why join us

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

Workplace perks

• Subsidised on-site parking is available
• Uniforms provided

Wellbeing & support

• 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.

How to apply

To apply, please submit your resume and a brief cover letter outlining your interest and suitability for the role.