Customer Care Coordinator – Quality Assurance

About the role

The Customer Care Coordinator will lead quality assurance activities within the contact centre to ensure consistent, high‑quality service delivery. Reporting to the Customer Operations Manager, you will evaluate customer interactions across multiple channels, provide actionable feedback, and support continuous improvement initiatives.

Key responsibilities

• Conduct quality reviews of voice, email, EDI and digital customer interactions against HEINEKEN Beverages service standards.
• Validate frontline adherence to SOPs, processes and communication guidelines.
• Provide clear, actionable feedback to Team Leads to improve individual and team performance.
• Monitor quality benchmarks, follow up on non‑compliant assessments and support corrective actions.
• Compile and distribute weekly/monthly quality trend reports and risk insights to Operations Leadership.
• Identify recurring issues, support root‑cause analysis and drive continuous‑improvement projects.
• 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 compliance with HEINEKEN Beverages’ quality governance framework and regulatory requirements.

Required profile

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

Required skills

What we offer

• Permanent employment within a global beverage leader.
• Opportunities for professional development and career progression.
• Collaborative work environment focused on continuous improvement.