Quality Assurance Coordinator

The Quality Assurance Coordinator (QAC) is responsible for managing all quality‑related consumer complaints for Red Bull North America, with occasional support provided to Red Bull Canada. This includes the end‑to‑end intake, investigation, documentation, reporting, and follow‑up of consumer quality issues to ensure timely, accurate, and compliant resolution.

Areas that play to your strengths

All the responsibilities we'll trust you with:

• Monitor the Zendesk Quality inbox for any new quality complaints received

  Perform all required information‑gathering activities with the consumer, including follow‑up via email

  Document all incident details and updates in Zendesk

  Coordinate all required follow‑up activities with consumers or necessary business partners

  Submit quality complaint information to the Red Bull Global Quality Management team

  Notify Legal directly in cases where financial or legal liability threats are received from consumers

  Coordinate and facilitate domestic and international shipment of defective quality samples for failure analysis

  Participate in weekly US QA alignment meetings

  Provide backup communication with RBNA Logistics and Planning teams regarding quality blocks and returns

  Support the QA Director with additional quality‑related tasks, initiatives, and cross‑functional projects, as needed, including activities tied to beverage quality, POS quality, warehouse quality, and broader supply‑chain quality programs

• Apply appropriate escalation workflows based on the severity, risk level, and nature of consumer complaints to ensure timely and accurate resolution.

  Monitor and analyze complaint data to identify trends, emerging issues, or potential product risks, escalating findings as needed.

  Prepare, generate, and distribute regular and ad‑hoc reports for the RBNA QA Manager, Global Quality, and other stakeholders.

  Provide custom searches, data pulls, and on‑demand reporting to support Legal, Regulatory, and other business partners.

• Support data collection, coordination, and submission of beverage and POS quality topics across the supply chain.

  Assist with compliance activities for RB‑managed warehouse facilities, including documentation and audit readiness.

  Monitor warehouse quality metrics such as storage conditions, handling practices, and Good Manufacturing Practices (GMP) compliance.

  Manage and maintain quality‑related communication and documentation with third‑party logistics providers and warehousing partners.

  Create, maintain, and update inventory tracking tools used to manage the return and disposition of blocked inventory across RBDC and external partners.

  Monitor logistics‑related quality and damage claims to ensure proper documentation, communication, and resolution.

EXPERIENCE

Your areas of knowledge and expertise

that matter most for this role:

• 2–3 years of customer service experience , preferably in a telephone or hotline environment, with strong communication and issue‑resolution skills
• Proficiency in Microsoft Office , with intermediate Excel skills preferred (e.g., data entry, tracking, and reporting).
• Experience with CRM platforms , such as Zendesk, is a plus and supports effective complaint documentation and workflow management.
• Foundational understanding of Good Manufacturing Practices (GMP) and basic quality assurance concepts.
• Basic knowledge of Food Safety and Quality fundamentals , including introductory principles in Food Chemistry, Microbiology, or Food Science.

• Travel 0-10%
• Permanent
• Benefits eligible