Customer Care Coordinator – Quality Assurance

About the role

The Customer Care Coordinator will ensure high‑quality service delivery within Heineken Beverages' contact centre. Reporting to the Customer Operations Manager, you will lead quality assurance activities across voice, email, EDI and digital channels, driving continuous improvement and compliance with operational standards.

Key responsibilities

• Conduct quality reviews of customer interactions to verify accuracy, professionalism and adherence to HEINEKEN Beverages service standards.
• Validate that frontline teams follow defined SOPs, processes and communication guidelines.
• Provide clear, actionable feedback to Team Leads and support corrective actions for non‑compliant assessments.
• Monitor quality benchmarks, compile weekly/monthly trend reports and highlight customer experience risks for Operations Leadership.
• Identify recurring issues, support root‑cause analysis and contribute to continuous‑improvement initiatives.
• Update quality scorecards, SOPs and controlled documents in collaboration with Process Owners.
• Partner with Customer Service Team Leaders to translate QA insights into targeted coaching and training interventions.
• Maintain strong relationships with internal stakeholders to ensure alignment on service expectations.

Required profile

• Matric / Grade 12 with a relevant diploma, certificate or equivalent.
• Assessor accreditation (NQF 4) is advantageous.
• 3–5 years of experience in quality assurance, contact‑centre operations or customer service environments.

Required skills

What we offer

• Permanent employment within a global beverage leader.
• Opportunities for professional development and career progression.
• Collaborative, customer‑centric work environment.