Supervisor, Consumer Quality Analyst (Voice of Consumer and Insights)

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Supervisor, Consumer Quality Analyst (Voice of Consumer and Insights)Location: BangkokAbout the RoleWe are looking for a Consumer Quality Analyst (Voice of Consumer & Insights) Supervisor who is passionate about understanding what consumers are really saying - and turning that feedback into clear stories and actionable insights.In this role, you will analyze consumer feedback across multiple sources such as returns (RMA), warranty data, service cases, and online product reviews. Your insights will help improve product quality, service experience, and consumer-facing content, while supporting both Quality and Commercial teams.***The ideal candidates must adhere to the working conditions, which include wearing a uniform provided by the company. Personal IT devices, accessories, and nail polish are not permitted. However, a company phone and laptop will be provided depending on the requirements of the position. ***We love that you will…

Analyze consumer feedback from RMA, warranty claims, service data, complaints, and online reviews
Identify key drivers of consumer dissatisfaction and delight, including quality defects, usage issues, and expectation gaps
Translate data and consumer verbatim into clear, compelling insights and stories for business stakeholders
Comfortable communicating and presenting insights to senior and cross-functional stakeholders
Provide recommendations for:

Product quality and reliability improvements
Service and process enhancements
Content for Consumer education
Monitor trends in RMA trends, ratings, reviews, and complaints to identify emerging issues and reputation risks
Create dashboards, reports, and insight packs with a strong focus on “So what?” and “What should we do?”
Lead or support new projects to enhance consumer voice analytics, reporting capabilities and applying AI or advanced analytics to better understand consumer feedback.
Lead and develop a high-performing team through coaching and feedback, manage workforce planning and resource allocation to meet business needs, and foster an inclusive, collaborative environment that supports continuous learning and growth.

We love that you are…

3-4 years of experience in consumer insights, quality analytics, VOC, service analytics, or marketing analytics
Strong analytical skills and experience working with both numeric data and consumer comments/reviews
Ability to turn complex data into simple, consumer-focused insights and be able to be a data storyteller
Experience creating reports or dashboards for business stakeholders
Excellent communication and storytelling skills
High curiosity about consumer behaviours and product experience

Welcome to our Crafting & SupplyThe magic happens at our crafting facilities, where we combine centuries-old crafting traditions and high-quality materials with modern production techniques. You will be warmly greeted with over 13,000 craftspeople who are excellent at crafting and supplying the world's largest jewellery brand with our craftsmanship.Join a team that is as diverse and inclusive as our jewellery. We believe and value creative thinking and ensure that there's equitable opportunities for all.

Foster your growth and craft opportunities through our learning and development programmes.

At Pandora, no effort or contribution goes unnoticed. We offer a wide range of opportunities and benefits to ensure that our employees feel valued, supported, and cared for.

Transportation services are also available to drop you at the closet BTS station and other community areas.

About Pandora Crafting & SupplyPandora started crafting its jewellery in Thailand in 1989, where our founders fell in love with the delicate craftsmanship of the Thai people. To date, there are two crafting facilities in Thailand, Bangkok, and Lamphun, and we employ more than 13,000 skilled craftspeople. By the end of 2023, there are 107 million pieces sold globally, all of which were hand-finished here in Thailand by our skilled craftspeople using high-quality raw materials and sustainable methods.About Pandora GroupPandora is the world's largest jewellery brand. Designed in Denmark and crafted in Thailand, Pandora jewellery provides endless opportunities for personalisation, allowing people to express their passions and show who they are. The company's products are made from high-quality materials and sold in more than 100 countries through 6,700 points of sale, including 2,600 concept stores.Pandora is committed to leadership in sustainability and is sourcing lab-grown stones and recycled silver and gold for all its jewellery. Headquartered in Copenhagen, Denmark, Pandora employs 33,000 people worldwide, is listed on the Nasdaq Copenhagen stock exchange, and generated sales of DKK 28.1 billion (EUR 3.8 billion) in 2023.

Pandora

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