Quality Assurance Analyst I (20177)

POSITION SUMMARY

Under general supervision applies knowledge of concepts, practices and procedures to conduct research studies. Supports Quality Assurance Sr. Manager with the creation of statistical data and other reports for product quality evaluations while using discretionary initiative and judgment in handling sensitive and confidential information. Is primary department liaison to the IT Department on Oracle matters to ensure effective interface with the warranty entry processing system. Is responsible for Monthly phone report, BI report request, and Monthly audit of warranty credit memos for accuracy. Assist other Administrative assistants in the preparation and control of records, and reports as needed. Back-up to other Administrative assistants for composing credit memos, consumer calls, and daily contact with end-user customers with product problems.

ESSENTIAL JOB FUNCTIONS

• Quality Reporting

• BI Analysis

• Consumer Guidance

• Records Keeping

• Warranty Claim Credit

• Problem Solving Audits

• Prepares Quarterly warranty rejection reports

• Monthly EDI reconciliation of unresolved claims

• Administrative Duties

PRINCIPAL TASKS

1.Provides warranty trend and product quality reports for upper management using Oracle system and BI software as required.

2.Back-up for processing of warranty claim forms and data entry into the Oracle system, creating credit memos and distributing to dealers

3.Periodic auditing of warranty claim forms and credit memos.

4.Has routine daily contact with consumers with product problems, providing guidance and referrals to dealers to get replacements or other assistance.

5.Has routine daily contact with dealers to ensure warranty procedures are followed and problems or issues are resolved.

6.Has routine daily contact with consumers to provide product vehicle applications and performance information that are separate from warranty issues.

7.Responsible for any other additional duties as assigned by Management.

8.Coordinates with IT Department for Oracle problems or deficiencies noted during processing that affect warranty input or other issues.

MAJOR CHALLENGES

1.Must be proficient in office documentation processing, recordkeeping, and audit procedures.

2.Must have strong analytical and statistical skills, and very proficient with Oracle and BI software.

3.Must have exceptional communication, negotiation and interpersonal skills to deal with difficult customers and dealers to resolve issues in a cooperative, professional and courteous manner with diplomacy and tact.

4.Respond to multiple and often shifting priorities with a strong sense of urgency and professionalism

SCOPE OF AUTHORITY AND INTERNAL/EXTERNAL CONTACTS

1.Frequent contact with all levels of personnel within the organization as well as vendors and customers. Must be able to communicate effectively both verbal and written in a professional manner.

COMPETENCIES

• Analytical Thinking

• Database Administration

• Product and Technical Knowledge

• Client/Customer Focus

• Data Literacy

• Managing Resources

• Problem Solving/Decision Making

• Quality Focus

• Quality Management and Assurance

Qualifications

MINIMUM QUALIFICATIONS

WORK EXPERIENCE: Three Five (3 5) years of technical service desk experience, preferably in the tire or automotive industry.

ACADEMIC/TRAINING: A High School Diploma or equivalent, and Bachelors degree preferred, or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job. Tire Technical training at an Intermediate level to understand tire information and marking, and vehicle application and maintenance is preferred.

SKILLS: Must be proficient in MS Office (Word, Excel, PowerPoint and Outlook), as well as Oracle and Business Intelligence software. Must be detailed oriented and self-motivated, excellent analytical skills, and be detail-oriented. Must have strong communication, negotiation and interpersonal skills.

PHYSICAL DEMANDS: Must be able to stand, sit, move, and use fingers for extended periods of time. May require walking primarily on a level surface, reaching above shoulder heights and below the waist, as well as lifting up to 25 pounds.

WORK ENVIRONMENT: The work environment is typical of an office environment where the air is controlled and kept at mild temperatures.

The Physical Demands and Work Environment described herein represent the environment and physical demands that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.