Quality Assurance Analyst

Summary

TBC Corporation is a leader in the mobility industry and a marketer and distributor of automotive replacement tires and related services. The Quality Assurance Analyst processes adjustment, product liability, and transit damage claims, supports customers and suppliers, and assists with quality, compliance, and claims-related projects.

Responsibilities

• Receives adjustment claims from TBC customers. Checks for accuracy of information/documentation and reason for adjustment to ensure likelihood of approval from the supplier. Communicates with TBC customers to obtain additional information when needed
• Communicates with customers answering questions pertaining to adjustment claims procedures and warranty challenges
• Forwards adjustment claims along with appropriate documentation to supplier for review. Communicates with suppliers requesting RGA numbers, freight arrangements and additional claims documentation. Receives and matches supplier credits/denials with appropriate adjustment claims. Checks for accuracy and non-adjustable items and processes credit to customers along with denial letters as needed
• Collaborates with TBC Sales and Customer Service departments when claims adjustment challenges arise to arrive at customer centric solutions. Involves Senior Manager when solutions are not immediately available
• Maintains customer adjustment claim files in accordance with TBC record retention policies
• Responds to TBC customers and consumers when tires have caused property damage and/or injury. Receives inquiries via mail, phone or email to complete and file product liability claims with the appropriate supplier
• Facilitates communication between claimant and supplier as needed. Involves Senior Manager when unusual circumstances are present
• Monitors dedicated Product Liability line to assist TBC customers and consumers
• Maintains product liability claim files in accordance with TBC record retention policies
• When tires are received on shipments and exhibit transit damage, the claims analyst receives damaged claims from TBC customers. Checks for accuracy of information/documentation and issues credit to the customer. Communicates with TBC customers to obtain additional information when needed
• Monitors dedicated Quality Assurance line to assist TBC dealers/NTW/Big O or consumers with tire warranty questions and/or challenges
• Assists Senior Manager with project management, maintaining TBC/supplier compliance and tire quality in activities such as but not limited to:
• Registering tires shipped via Amazon
• Reviewing tire audit data
• Maintaining department SOP
• Maintaining claims procedure manuals
• Maintaining supplier insurance files
• Reviewing labels and sidewall drawings for new tire projects
• Working with Sumitomo to ensure appropriate credit involving adjustment claim, freight and scrap tire credits
• Recall management
• Quality concern inquiries

Skills

• Up to 2+ years of work experience in a customer service environment or an equivalent combination of education and experience within the tire/auto industry
• Knowledge – Requires excellent communication and customer service skills
• Must be able to learn Adjustment Claims System and proper claims filing procedures for multiple suppliers
• Must have good computer skills
• Requires use of calculator, printer, all basic office equipment
• Mental – Requires a high degree of concentration and attention to detail
• Must be able to handle multiple tasks and frequent changes in priorities and business environment
• Physical – Requires walking/standing approximately 20%; sitting approximately 75%; and lifting up to 25 lbs. approximately 5%
• Environmental – Requires capability of performing essential job functions in established office/warehouse environment
• Manual Dexterity – Requires use of hands, arms and feet
• Audible/Visual Demands – Requires ability to hear; ability to visually observe essential job functions for satisfactory job performances

Qualifications

Must Haves

• Up to 2+ years of work experience in a customer service environment or an equivalent combination of education and experience within the tire/auto industry
• Knowledge – Requires excellent communication and customer service skills
• Must be able to learn Adjustment Claims System and proper claims filing procedures for multiple suppliers
• Must have good computer skills
• Requires use of calculator, printer, all basic office equipment
• Mental – Requires a high degree of concentration and attention to detail
• Must be able to handle multiple tasks and frequent changes in priorities and business environment
• Physical – Requires walking/standing approximately 20%; sitting approximately 75%; and lifting up to 25 lbs. approximately 5%
• Environmental – Requires capability of performing essential job functions in established office/warehouse environment
• Manual Dexterity – Requires use of hands, arms and feet
• Audible/Visual Demands – Requires ability to hear; ability to visually observe essential job functions for satisfactory job performances

Benefits

• 401(k) and Roth with company match; immediate 100% vesting
• Comprehensive medical, dental, and vision benefits
• Company-paid short-term disability and employer-subsidized long-term disability
• Company-paid life insurance
• Discounted tire purchasing
• Tuition reimbursement
• Employee assistance program
• Generous paid vacation and paid time off
• Customizable voluntary benefits