Quality Assurance Analyst
Snap-on Incorporated.
- Kettering, England, United Kingdom
- Kettering, England, United Kingdom
Über
The Quality Assurance Analyst will build and maintain strong relationships with all levels of management within the SOT, SOF, and SOC teams. They will be the primary advocate as it relates to business assurance activity and will have a very strong working relationship with the Assistant General Manager, Senior Account Manager, and the Compliance Team.
They may also offer support to the complaints function of the Audit and Complaints function for SOF. This person will work closely with the complaints coordinator and offer support to the function in other areas where required.
DUTIES AND RESPONSIBILITIES
The main duties of the Quality Assurance Analyst are listed below but is the nature of the job that each activity will have its own range of demands which he/she will be expected to meet. They will also be expected to perform any other duties to ensure the efficient running of their department or area.
Business Assurance
Coordinate and plan to ensure that all audits are carried out and conducted in a timely manner. Ensuring that The Quality Assurance Analyst is aware of their responsibilities.
Conduct telephone audits on applications and contracts completed by our Franchisees to assess compliance.
Provide exceptional customer service while conducting phone audits to obtain and confirm customer information
Monitor for compliance as it relates to the Operations Manual and Financial Services Agreement
Monitor for compliance as it relates to regulated Fixed Sum Loan, Hire Purchase Agreements, Modifying Agreements, or Hire Agreements
Report comprehensive Audit results in a timely and accurate manner per policy and guidelines
Manage the random mailer audit process
Conduct random phone audits based on Health Risk Report metrics for active Franchisees under the direction of the Portfolio and Compliance Managers
Conduct phone audits based on discovery of EC/Lease/Subscription compliance issues
Working closely with the Compliance Function to build robust management information that can be used as a tool within root cause analysis.
Training and Development
Develop and maintain robust training documentation for both internal associates but also for the Franchise Network and external sales team
Deliver training to Appointed Representatives and Mobile Company Store Managers as a preventative measure where potential issues are identified.
Present management information to the internal SOF and SOT management teams as well as potential field visits at FPT level to identify issues that need rectified.
Providing training to new start franchisee[s] during their sign up process to ensure that they understand the requirements of them under their Appointed Representative status.
PERSON SPECIFICATION
Experience in a Financial Services or regulated environment is desirable
Has a strong ability to work to own initiative, with the ability to self-manage.
Has a professional telephone manner
Has excellent computer skills and knowledge including Microsoft Office
Is a strong written and verbal communication skills
Is outgoing, positive attitudes and strong interpersonal skills
Has excellent organizational skills and the ability to manage multiple tasks
CORE COMPETENCIES AND BEHAVIOURS
In addition to their day to day role all Snap-on associates must work in an effective way and be able to demonstrate the following competencies which are fundamental to the successful running of their department/business unit.
This competency reflects the pursuit of the highest level of customer service
Establishes and maintains effective relationships with customers at all times
Consistently shows a passion for getting things done & meeting commitments to others
Dedicated to meeting the expectations and requirements of internal and external customers
Gets first hand customer information and uses it for improvements in products and services
Effectively operates in line with governance guidelines
Shows professional respect and courtesy to customers and colleagues
Anticipates future customer needs and trends
Focuses on identifying opportunities to benefit customers
Talks and listens to customers to clarify their real needs and expectations
Strives to resolve customer concerns
Offers advice and guidance in responding to customer enquiries
Attention to Quality
Understands and follows work procedures to achieve a high level of quality, productivity and/or service
Understands the need for all activity to be ‘right first time’
Takes an open minded approach to change. Supports change management and an open ideas environment
Achieves desired results in the midst of changes in responsibilities, work processes, timeframes and performance expectations
Willing to learn and develop new skills or behaviours
Contributing to Team Success
Keeps in mind that success is defined by the success of the entire team
Demonstrates cooperation and collaboration while participating in a group or team
Establishes and maintains productive working relationships
Demonstrates a personal commitment, both in thought and in action, to the success of the team
Communication & Influence
Communicates effectively, both written and verbally
Be able to affect change and influence work colleagues in a positive fashion
Contributes to Rapid Continuous Improvement (RCI)
Initiates action to correct problems and notifies others of issues as appropriate
Job type Permanent Posted 2026-01-26T00:00:00 3 days ago
About Snap-on People know Snap-on for the quality of our products, but we know that it is the passion and character of our people that make our company a global leader. With our diverse talents and deep pride in the Snap-on family of brands, we drive innovation and create value. We work hard together. We grow together. We are one Snap-on team.
Interesting Facts:
85,000+ SKUs in our product line
3,300+ active and pending patents throughout the world
29,000 people have visited the Snap-on Headquarters InnovationWorks since its opening in 2009
Snap‑on has paid consecutive quarterly cash dividends without interruption or reduction, since 1939
Employees: 12,800 associates worldwide
Sales: Net sales of $4.7 billion in 2023
Global Reach:
Serves customers in more than 130 countries
4,800 mobile stores worldwide
More than 3,400 franchise vans in the United States
We have manufacturing, warehouse, distribution, R&D, and office facilities throughout the world
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Sprachkenntnisse
- English
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