Sales & Service Trainer, Quality Coach & Assessor (Healthcare)
Core
Lead onboarding, training, coaching, and competency assessment for Booking Coordinators to ensure consistent standards in booking processes, patient communication, and call centre operations.
Role type
Senior Training & Quality Coach (Healthcare/Contact Centre)
Builds
Booking processes, patient communication workflows, and call centre operational standards
Domain
Healthcare administration and Contact Centre operations
Required skills
Training and assessment, one-on-one coaching, call quality review, competency assessment, script development, process documentation, facilitation, stakeholder management
Preferred skills
Dental assisting qualification, experience with government/public dental services, knowledge of CareStack or RingCX platforms
Technologies
RingCX, CareStack
Responsibilities
Deliver structured onboarding and training for new Booking Coordinators; Review live and recorded calls against quality criteria; Conduct one-on-one coaching and document agreed actions; Assess competency through observations, role-plays, and work samples; Develop training modules, scripts, checklists, and knowledge articles; Identify process gaps and recommend improvements.
Seniority
Senior, hands-on IC
