Position Title:  Quality Specialist

Be a part of a revolutionary change

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

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better brighter solutions and the space to move your career forward in endlessly different directions.

The smoke-free revolution means we’re rebuilding everything from the ground up. You’ll feel like you’re working in a start-up here – with the freedom to shape and define the future, but with the support and scope of a vast global business. It’s challenging, fast-paced and highly collaborative – if you want the freedom to find new ways to connect with consumers, there’s no better place to progress your career.

The Challenge

As a Quality Specialist you are accountable for defining the strategy and method to address all frontliners with the aim of monitoring quality to enhance consumer experience.

You will define the basis for quality monitoring and managing resources to ensure we have scale and representativeness to analyze quality and identify areas for continuous improvement. Always with the end goal of enhancing consumer experience across channels, products and services/programs.

Your ‘day to day’

• Develop and deploy the strategy for quality monitoring across all our frontliners. (Brand Retail, IRD, IRB, IRA, Hostesses, Remote Coaches, TP Agents) ~300 people.
• Manage all mystery shopper actions regarding quality in the approach our frontliners have with consumers.
• Analyze results from mystery shopper waves and share conclusions with key teams within the SFP and commercial departments to present insightful key takeaways to be incorporated in the strategy and programs updates;
• Ensure frequent representativeness of quality monitoring across channels, programs, different SKUs and map specific pain points to be addressed.
• Participate in trainings with the CCD team and bring a qualitative approach to the training to allow for quality development of all our frontliners.
• Propose initiatives and tools that can support our frontliners in enhancing quality and measuring the impact.
• Budget Management: Ongoing monitor of all programs budget, with rolling forecast exercises and anticipating cost linked with volumes.

Who we’re looking for

Externos

• Minimum 2 years of experience as consumer experience or customer services and quality monitoring;
• University degree in Engineering, Business, Management, Finance, Economics or related field;
• Solid consumer focus and empathy;
• Knowledge of MS office: knowledge of Powerpoint, being comfortable in creating a clear presentation to share insights;
• Critical stance, proactivity and attention to detail;
• Organizational and planning capabilities, having the ability to work in a dynamic environment with changing circumstances, dealing with senior stakeholders.
• Solid communication and relational skills, being comfortable to present to different forums from different backgrounds
• Teamwork and comfortable working independently as well as in a team;
• Ability to deal with ambiguity;
• Fluent spoken and written English and Portuguese;
• EU citizenship or a valid work permit to work in Portugal.

What we offer

• Permanent local contract, with a competitive salary plus Tabaqueira’s employee benefits including:
• Life and Health insurance;
• Pension Plan;
• Education allowance
• A challenging work environment, with great development opportunities.
• Growing and development opportunities within the Company.

Our success depends on the men and women who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:

•            Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.

•            Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.

•            Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress.

•            Take pride in delivering our promise to society: to improve the lives of a billion smokers.

To join our growing team…