Job Description

Contact Centre & Quality Control Manager

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South West Radiology is a growing, radiologist owned diagnostic imaging organisation serving patients and referrers across South West Sydney.

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We are committed to delivering high Quality imaging and a positive patient experience from the first point of contact through to appointment completion and results communication.

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Salary Range - $80,000 – $85,000 base plus superannuation

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About the role

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We are seeking an experienced Contact Centre and Quality Assurance Manager to lead our radiology contact centre function and support a consistent, professional and patient centred service. The contact centre is based at Liverpool with occassional travel to other SWR sites as required.

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This is a hands on leadership role combining:

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- Contact centre operations.
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- Team leadership and coaching.
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- Quality assurance and call monitoring.
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- Training and capability development.
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- Customer experience improvement.
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- Radiology workflow and referral support.
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- Reporting and continuous improvement.
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- Make data driven decisions for performance and overall quality of service delivery.
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You will play an important role in ensuring patients and referrers receive accurate, timely and empathetic assistance when booking appointments, changing appointments, asking about referrals or seeking general radiology information.

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Key responsibilities

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- Lead the daily performance and operations of the contact centre team.
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- Monitor call volumes, service levels, wait times, workload and staffing requirements.
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- Develop and maintain call quality standards and monitoring scorecards.
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- Review calls for professionalism, empathy, active listening, accuracy, privacy, resolution and appropriate escalation.
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- Provide regular coaching, feedback and performance support to team members.
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- Ensure staff correctly manage bookings, cancellations, rescheduling, referrals, preparation instructions and results enquiries.




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- Identify training needs and deliver induction, refresher and role specific training.
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- Develop and maintain scripts, call guides, FAQs, checklists and process documents.
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- Monitor complaints, compliments, repeat calls, escalations and customer feedback.
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- Identify service, workflow and system gaps and coordinate practical improvements.
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- Work collaboratively with radiologists, radiographers, sonographers, clerical teams, site managers, IT and operations.
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- Prepare quality, performance and customer experience reports for management.
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- Analyse data from multiple sources and perspectives to identify trends, evaluate outcomes and support informed decision making.
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About you

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You will be an experienced contact centre or customer service leader with a solid focus on quality, people development and customer outcomes.

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You will ideally have:

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- Experience managing a call centre, contact centre or healthcare customer service team.
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- Experience with quality assurance, call monitoring, coaching and performance improvement.
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- Strong leadership and people management skills.
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- Excellent communication and conflict management skills.
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- Demonstrated skills in analysing data, complaints, quality results and workflow trends.
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- The ability to manage competing priorities in a busy environment.
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- Experience in radiology, medical imaging, healthcare or medical administration, which is desirable.
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- Familiarity with RIS/PACS or healthcare information systems, which is advantageous.
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Why join South West Radiology?

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- Join a growing, radiologist owned organisation.
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- Make a meaningful contribution to patient care and service quality.
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- Lead a team that is central to the patient and referrer experience.
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- Work closely with clinical and operational leaders.
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- Access opportunities to improve systems, processes and staff capability.
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- Competitive pay, gift cards on milestones and salary sacrifice
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- EAP, novated leasing and many other perks
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📌 Contact Centre & Quality Control Manager (Liverpool)
🏢 SOUTH WEST RADIOLOGY
📍 Liverpool