Senior Officer, Consumer Quality Insights & Improvement
If you love getting to the root of a quality problem and engineering the fix, using data to prove it not just describe it, we'd like to meet you.
As Senior Officer, Consumer Quality Insights & Improvement, you'll turn consumer feedback into insight, and insight into action. You'll investigate quality issues across multiple sources, work with engineering, plant, and commercial teams to identify root causes, and drive improvements that lift product and service quality from routine, timely reporting through to hands-on improvement projects.
Key accountabilities
Insights & Root-Cause Analysis
- Consolidate and analyze consumer voice from RMA, Voice of Consumer, and Quality Care into a clear picture of product and service quality.
- Investigate recurring quality issues to identify root causes and quantify their drivers, translating findings into concrete improvement actions.
- Develop and deliver reports with actionable recommendations that enhance product quality and consumer satisfaction.
- Build, maintain, and improve dashboards that let stakeholders monitor consumer feedback and track improvement.
- Contribute to AI and automation initiatives that make insight generation and issue detection faster and more scalable.
Quality Improvement & Coordination
- Coordinate product-enhancement and corrective-action projects across overseas, plant, and Thailand teams.
- Work with engineering and manufacturing teams to validate fixes and confirm improvements hold in production.
- Serve as a point of contact for Quality Care, receiving feedback from global retail and distribution centers.
- Support the ways of working, workflows, and tracking framework for Quality Care inputs.
- Act as project manager for assigned improvement actions, securing timelines and keeping status and plans current.
What we're looking for
- Curiosity — you ask questions, seek improvement, and love getting to the bottom of things.
- Problem-solving — you break problems down, find the root cause, and engineer practical fixes.
- Creativity — you find new answers to old questions and enjoy learning new methods and systems.
- Resilience — you stay steady through setbacks, bounce back quickly, and adapt fast to change.
- Data-driven, with an interest in AI — you extract insight with clear, concrete logic.
- Communication and storytelling — you connect people, build a positive working environment, and turn data into a clear story people can act on.
Qualifications
- Bachelor's degree or above in Engineering, Computer/Data Science, Statistics, or a related field.
- 2-3 years' experience in engineering, manufacturing, process improvement, or business/data analysis.
- Experience in a manufacturing environment or interest in the jewelry industry is a plus.
- Good proficiency in both English and Thai, written and spoken.
