Quality Specialist Rio de Mouro

Quality Specialist
Lisboa
Rio de Mouro, Lisboa, Portugal

Be a part of a revolutionary change

At PMI, we’ve chosen to do something incredible. We’re transforming our business and building our future on
- free products that aim to improve the lives of a billion smokers worldwide.

With such change comes great opportunity. Wherever you join us, you’ll have the freedom to develop and deliver innovative solutions and the space to grow your career in various directions.

The
- free revolution means rebuilding everything from scratch. You’ll experience a
- up environment—free to shape the future—with the support of a global company. It’s a
- paced, collaborative environment where you can find new ways to connect with consumers and advance your career.

The Challenge

As a Quality Specialist, you will define strategies and methods to monitor quality across all frontliners, aiming to enhance consumer experience.

You will establish the basis for quality monitoring and manage resources to ensure comprehensive analysis and continuous improvement, ultimately improving consumer experience across channels, products, and services.

Your daily responsibilities

• Develop and implement quality monitoring strategies across all frontliners (Brand Retail, IRD, IRB, IRA, Hostesses, Remote Coaches, TP Agents) involving approximately 300 people.
• Manage mystery shopper initiatives related to quality in customer interactions.
• Analyze mystery shopper data, share insights with key teams, and incorporate findings into strategy and program updates.
• Ensure representative quality monitoring across channels, SKUs, and specific pain points.
• Participate in training sessions with the CCD team, bringing a qualitative approach to develop frontliner skills.
• Propose initiatives and tools to support frontliners in improving quality and measuring impact.
• Monitor budgets for all programs, including forecasting and cost management linked to volumes.

Who we’re looking for

Externos

• At least 2 years of experience in customer experience, quality monitoring, or related fields;
• University degree in Engineering, Business, Management, Finance, Economics, or similar;
• Strong consumer focus and empathy;
• Proficiency in MS Office, especially Power
  Point, to create clear presentations;
• Critical thinking, proactive attitude, and attention to detail;
• Organizational skills and ability to adapt in a dynamic environment with diverse stakeholders;
• Excellent communication and interpersonal skills, comfortable presenting to varied audiences;
• Ability to work independently and as part of a team;
• Comfort with ambiguity;
• Fluent in English and Portuguese, both spoken and written;
• EU citizenship or valid work permit for Portugal.

What we offer

• Permanent local contract with competitive salary and employee benefits, including:
• Life and health insurance;
• Pension plan;
• Educational allowance;
• Challenging work environment with growth opportunities;
• Career development within the company.

Our success depends on dedicated men and women who bring purpose and a desire to progress. Join PMI and you can:

• Define your future and ours, with the freedom to innovate and take risks.

• Be part of an inclusive, diverse culture where everyone’s contribution matters; collaborate with top talent and feel a sense of belonging.

• Pursue your ambitions and develop your skills within a global organization—endless opportunities await.

• Take pride in our mission to improve the lives of a billion smokers.