Quality Assurance Sr Specialist

Working Pattern: Hybrid, 40% on-site per month

At PMI, we’ve chosen to do something incredible. We’ve transformed our business and are building our future on one clear purpose—to deliver a smoke-free future.

Impact You’ll Own

You will be responsible for driving quality, knowledge and continuous improvement across the Customer Service Center for the Polish market. By partnering with local and global stakeholders, as well as an external service provider, you will help ensure an outstanding customer experience and high operational standards.

What You’ll Do

• Manage and oversee quality assurance and training activities across the Customer Service Center.

• Collaborate with global and local stakeholders across multiple business functions.

• Manage relationships with external service providers, ensuring performance, capability development and alignment with business objectives.

• Monitor and analyze performance across customer service channels, driving results in Quality, NPS, CES, FCR, efficiency, and other KPIs.

• Translate performance insights into training, coaching and knowledge management initiatives.

• Create and maintain customer service guidelines, quality standards and operational procedures.

• Coordinate the rollout of new products, offers, processes and policy updates across CSC channel.

• Lead customer service projects and improvement initiatives focused on enhancing customer experience, operational performance, quality, and digital capabilities.

Skills & Capabilities

• Experience in Customer Service, Quality Assurance, Training, or Continuous Improvement.

• Strong stakeholder management, communication, and cross-functional collaboration skills.

• Ability to manage multiple priorities independently in a fast-paced environment.

• Strong analytical and decision-making skills, with the ability to turn data into actionable insights.

• Proven ability to identify risks, drive process improvements, and manage change effectively.

• Fluent in Polish and English.

• Bachelor’s or master’s degree.

Rewards & Benefits

• Contract of employment - in this position you will earn no less than PLN 16,700 gross per month

• Cafeteria with various benefits

• Private medical & dental care, life insurance

• Lunch card

• Multisport card

Application Process

• SHL test

• Interview with Hiring Manager & business case

Equal Opportunities Statement

We believe that diverse perspectives and experiences make us stronger. As an equal opportunity employer, we are committed to creating a workplace where every individual feels welcomed, respected, valued, and empowered to reach their full potential.

We encourage applications from people of all backgrounds and identities, and provide reasonable accommodations to ensure an accessible recruitment process. If you need support or adjustments during your application, let us know—we’re here to help you succeed.

Please note that only on-line applications will be taken into consideration.

Each person who sends the application will receive information about its status.

At PMI we run the business in line with ethical principles and encourage SpeakUp culture. We care for equal chances and fair treatment. If you find anything that violates these