Quality and Training Coordinator

Description

**Join us! \#ComeBeVerisure \#VerisureJobs** Have you ever considered working for a company that promotes diversity and equity in all its opportunities? At Verisure, we prioritize inclusion regardless of gender, race, sexual orientation, religion, nationality, age, disability, etc. We are passionate about what we do; our work environment is dynamic and offers opportunities for development and growth! For the seventh consecutive year, Verisure has been recognized as one of the best companies to work for in Brazil. **Stay informed!** Verisure is a benchmark in Europe and Brazil in protecting people, homes, and businesses, serving over 5 million customers. Over its 35+ years of history, Verisure has brought innovation and reliability to alarm systems and has become an industry standard. Verisure Brazil is part of the international group that leads the European market, operating in more than 18 countries. **Job Mission** Act as a key player in ensuring excellence, standardization, and continuous improvement of Portfolio-area processes through quality management and team development. The Quality and Training Coordinator will be responsible for training people, optimizing processes, and driving results—directly contributing to superior customer experience and business performance. **What are your responsibilities?** * Develop, implement, and manage the Portfolio-area (Customer Service, Retention, Field Maintenance, and other service areas) quality management system. * Map, analyze, and optimize operational processes, identifying bottlenecks and opportunities for continuous improvement. * Design, structure, and deliver in-person and online training—including onboarding for new employees and technical and behavioral upskilling. * Develop support materials such as manuals, scripts, presentations, and instructional content, ensuring compliance with processes, internal policies, and legal requirements. * Monitor and analyze operational and quality metrics (CSAT, FCR, TMA, NPS, Retention Rate, Quality Index), proposing action plans to correct deviations and achieve targets. * Conduct quality audits and monitoring activities, and provide structured, constructive feedback to support ongoing team development. * Act as a leader and facilitator of people development, fostering a high-performance, collaborative, and continuously improving culture. **What do you need?** * Solid experience in quality management and/or training development and delivery—preferably within customer service, retention, or portfolio areas. * Strong analytical capability and strategic vision, with ability to interpret data, metrics, and prepare executive reports. * Excellent verbal and written communication skills, with ease interacting across diverse audiences. * Pedagogical aptitude and ability to conduct clear, engaging, and effective training sessions. * Experience leading and developing teams. * Organization, planning, and ability to manage multiple priorities in a dynamic environment. **Benefits** * Transportation Allowance * Meal/ Food Allowance * Sulamérica Life Insurance * AMIL Health Plan * Sulamérica Dental Plan * WellHub * Conexa – Telemedicine Platform * Payroll-Deductible Loan – per current policy * Verisure Monitored Alarm – per current policy * Daycare Assistance up to 10 months of child’s age – per current policy * Verisure Baby – a welcome gift kit for new parents at Verisure * Clube Mais – Partnership program offering exclusive discounts for Verisure employees * Health, dental, and Gympass plans may involve monthly fees depending on selected tier. **Working Hours** Monday to Friday, 8:00 AM to 5:48 PM **Work Location** Morumbi – SP Minimum Education Level: Bachelor’s Degree