Quality Assurance Analyst

Compensation Data

Company Overview

For more than 70 years, TBC Corporation has been a leader in the mobility industry and one of North America’s largest marketers and distributors of automotive replacement tires through wholesale operations. Additionally, TBC responds to the needs of consumers in search of total car care at nearly 470 franchised tire and automotive service centers under the award-winning Big O Tires® brand. TBC is headquartered in Palm Beach Gardens, Florida.

With $5 billion in revenue and more than 3,000 employees in the U.S. and Mexico, TBC markets on a wholesale basis to regional tire chains and distributors serving independent tire dealers and with proprietary brands of tires specializing in passenger, commercial, farm and specialty tires. In 2005, TBC Corp. was purchased by Sumitomo Corporation of America (SCOA). SCOA is the largest subsidiary of Sumitomo Corporation, one of Japan’s major integrated trading and investment business enterprises. In 2018, Michelin, the largest tire manufacturer in Europe, invested in the company which is now a 50:50, privately held joint venture between Sumitomo and Michelin.

Our values are the foundation of our work, how we interact with each other, and the strategies we employ to fulfill our purpose. These are the practices we use every day – in everything we do:

• Integrity - We act honestly because nothing is more important than our reputation.

• Teamwork - We are better together.
• People-Focused - We put people first – our Associates, customers, franchisees, and partners – and cultivate a respectful, collaborative, and inclusive culture, top to bottom, inside and out.
• Accountability - We own our actions and decisions; we do what we say we are going to do.
• Leave Everything Better - We innovate to improve everything we touch, and we take actions now to protect the future.       

Description

The Quality Assurance analyst is a key member of the Quality Assurance team focused on providing superior claims analysis, processing and support for TBC customers. This also involves analyzing systems and procedures to ensure that the most efficient practices are being applied. In addition to claims responsibilities, the claims analyst also supports the quality and compliance aspect of Quality Assurance by assisting the Senior Manager with various duties.

Responsibilities

Adjustment Claims Processing

• 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.

Additional Responsibilities

Product Liability Claims Processing

• 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.

Continued Responsibilities

Additional Duties

• 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.

Added Responsibilities

Qualifications

• 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

• Market competitive compensation
• 401(k) and Roth with company match. Immediate 100% vesting
• Comprehensive benefits including medical, dental and vision
• 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
• and More!!!