VOC Insights Specialist – Electronics Market

Job Title:

VOC Insights Specialist – Electronics Market

Job Description

As a VOC Insights Specialist, you will play a crucial role in enhancing the customer experience within the electronics market. This position is responsible for gathering, analyzing, and interpreting consumer feedback to generate actionable insights that drive program improvements. You will collaborate with cross-functional teams to ensure a seamless customer journey and process data from various markets to refine business strategies. The candidate must already be working as a Quality Team Leader.

Key Responsibilities:

• Supervise a work group by assigning tasks and monitoring attendance, providing input on client-assigned tasks.
• Maintain accurate metrics for both individual performance of direct reports and overall team performance.
• Gather customer feedback from diverse sources, including surveys, online reviews, and social media platforms.
• Analyze customer data to identify trends, patterns, and opportunities for enhancement.
• Transform raw data into actionable insights and provide recommendations to refine processes and products.
• Collaborate with the product development team to improve website usability, navigation, and overall user experience.
• Track the effects of customer feedback-driven changes and adjust strategies accordingly.
• Stay updated on industry trends and best practices in e-commerce.
• Contribute to designing and implementing customer surveys to capture relevant data.
• Maintain a customer-centric approach, prioritizing customer experience in all decisions.

Consumer Voice Analysis:

• Responsible for data analysis of consumer feedback on consumer devices, identifying significant or common issues, and uncovering valuable requirements.
• Collaborate with related teams to resolve issues and drive business improvements, conducting research analysis and reporting.
• Continuously improve data analysis efficiency using advanced data and visualization tools, supporting automated public opinion monitoring goals.

Public Sentiment & Social Media Monitoring:

• Monitor social media platforms, news forums, and other platforms for trending topics and emergencies.
• Produce public opinion monitoring reports, assess public sentiment impacts, and propose effective guidance.
• Manage content operations for the company’s opinion monitoring system, including keyword and classification management, sample handling, and analysis model optimization.

Location:

MYS Kuala Lumpur Sentral - NU Tower 2 - Level 9 &10

Language Requirements:

Mandarin (Required), Yue (Cantonese) (Required)

Time Type:

Full time

2024-12-01