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

Supervisor Consumer Quality Analyst (Voice of Consumer and Insights)

Location: Bangkok

About the Role

We 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 crossfunctional 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 highperforming 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

• 34 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 & Supply

The 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 13000 craftspeople who are excellent at crafting and supplying the worlds 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 theres 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 & Supply

Pandora 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 13000 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 Group

Pandora is the worlds 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 companys products are made from high-quality materials and sold in more than 100 countries through 6700 points of sale including 2600 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 33000 people worldwide is listed on the Nasdaq Copenhagen stock exchange and generated sales of DKK 28.1 billion (EUR 3.8 billion) in 2023.