Immediate Superior: Customer Operations Manager
Job Grade: 9
Location: Tygervalley
Function: Supply Chain
Sub Function: Customer Services & Logistics
Type of Contract: Permanent
Reference Number:
Closing Date: 27 July 2026
Applications are invited for the above-mentioned position in Supply Chain, Customer Services & Logistics based in Tygervalley. The successful incumbent will report to the Customer Operations Manager.
Purpose of the Position:
The purpose of this role is to coordinate and maintain quality assurance activities within the contact centre environment to ensure consistent delivery of high-quality customer service and compliance with operational standards. The role is responsible for conducting quality assessments on customer interactions, evaluating adherence to processes, policies and service standards, and identifying performance trends, risks and improvement opportunities. In addition, the role provides accurate reporting, feedback, and coaching support to drive continuous improvement, enhance customer experience, and support overall operational effectiveness.
Key Responsibilities:
- Conduct quality reviews of customer interactions across voice, email, EDI, and digital channels to ensure accuracy, professionalism, and compliance with HEINEKEN Beverages service standards.
- Validate that frontline teams follow defined processes, SOPs, and communication guidelines during customer interactions.
- Assist Team Leads by providing clear, actionable feedback based on QA results to improve individual and team performance.
- Monitor and track quality benchmarks, follow up on non‑compliant assessments, and support corrective actions.
- Compile and distribute weekly or monthly quality trend reports, insights, and customer experience risks to the Operations Leadership.
- Identify recurring issues or adverse performance patterns and support root cause analysis and continuous improvement initiatives.
- Contribute to ongoing updates of quality scorecards, SOPs, and controlled documents in collaboration with Team Leads and Process Owners.
- Partner with the Customer Service Team Leaders to translate QA insights into targeted coaching, upskilling, training refreshers, or capability interventions.
- Maintain strong working relationships with internal stakeholders (Team Leads, Operations Managers, VOC Coordinator) to ensure alignment on service expectations.
- Ensure adherence to HEINEKEN Beverages’ quality governance framework, regulatory communication requirements, internal policies, and controlled document standards.
- Apply a customer and consumer‑centric mindset when analysing interactions and recommending improvements to uplift service experience
- Support internal quality‑auditing capability in preparation for full transition to in‑house quality auditing QA operations.
The successful candidate must have the following experience/skills:
- Matric / Grade 12
- Relevant Diploma or Certificate or equivalent.
- Assessor accreditation, NQF 4, will be advantageous.
- Minimum 3–5 years’ experience in a Contact Centre, Shared Services or Customer Interaction environment, with direct exposure to customer service operations and quality assurance processes.
- Experience conducting quality assessments across inbound and outbound calls, written correspondence and digital customer interactions, including the use of QA scorecards, auditing frameworks and calibration processes.
- Strong analytical and reporting capability, including experience identifying performance trends, conducting root-cause analysis and preparing quality assurance reports using MS Excel and other reporting tools.
- Experience providing coaching and performance feedback to frontline teams, while collaborating with Team Leaders, Operations and Capability teams to support continuous improvement and service excellence initiatives.
- Working knowledge of customer experience methodologies, compliance requirements, SOPs and operational standards, with the ability to identify process gaps, support quality improvement projects and contribute to the consistent application of QA standards across the operation.
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Heineken Beverages (South Africa) (Pty) Ltd is committed to an organisational culture that recognises, appreciates and values inclusion and diversity. You must be fully eligible to live and work in South Africa to apply.
