UNIR (Universidad Internacional de La Rioja) is a leading private online university that specializes in distance learning for higher education. As part of the Proeduca group, it serves tens of thousands of students across Spain and Latin America, offering a vast catalog of accredited undergraduate and postgraduate degrees in various fields including law, business, and education.

Headquartered in Logroño with a major corporate presence in Madrid, UNIR is a key employer for academic professionals, digital marketing specialists, and EdTech experts. The university is particularly attractive to international hires due to its global reach and the increasing demand for multilingual academic coordinators and professors with international research backgrounds.

Founded in 2008 in Logroño, UNIR was established to provide accessible online higher education. It has since grown into one of the largest online universities in the Spanish-speaking world and is the flagship institution of the Proeduca Altus group.

For international professionals

Operates on a 100% online education model, which often translates to flexible or hybrid work arrangements for corporate and academic staff.
The university is a major player in the Spanish-speaking world, providing opportunities for professionals to work on projects spanning Spain, Mexico, Colombia, and Peru.
Frequently recruits ANECA-accredited faculty and researchers, making it a viable path for international academics looking to enter the Spanish university system.
Main offices are located in Logroño (La Rioja) and Madrid, offering options for those preferring either a smaller city with a high quality of life or a major European capital.

Sales Training and Quality Technician

UNIR

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Job Description

We are looking to incorporate a Training and Quality Technician who will be responsible for auditing, supporting, and developing the team of telephone advisors in the International Admissions area, ensuring excellence in customer service and compliance with quality standards in call center environments.

What will you do?

Perform call audits (inbound and outbound) and interaction evaluations (telephony, email, and other channels), ensuring compliance with quality and sales protocols.
Analyze call center KPIs (conversion, call quality, script adherence, average handling time, etc.) and prepare performance reports.
Provide individualized and constructive feedback to agents, focused on the continuous improvement of commercial and customer service skills.
Detect common areas for improvement and propose action plans and calibrations together with the Quality Manager and operational leads.
Deliver training and coaching sessions (accompanied listening, role plays, reinforcement of sales pitches, objection handling).
Participate in the onboarding of new agents, guaranteeing correct adaptation to service standards.
Monitor the impact of training actions on operational and quality metrics.
Contribute to the optimization of scripts, sales pitches, and processes of the call center.

What are we looking for?

University degree or higher vocational training.

At least 1 year of experience in quality within call center or contact center environments, preferably in commercial areas.
Experience in call monitoring, quality evaluation, and coaching of telephone teams.
Proficiency in digital tools and online learning platforms.
Analytical profile, with communication, influence, and results-oriented skills.
High customer orientation, commitment to continuous improvement, and ability to work in dynamic, high-volume environments.

What do we offer?

🌟 A dynamic and collaborative environment, where your work will have a direct impact on students' lives.

🚀 Be part of a great international expansion project and integrate into a highly qualified team with an excellent working atmosphere.

🤝 Stable employment contract.

🕜 Full-time. Schedule: Mon-Thu 13:30 - 22:00, Fri 13:30 - 20:00.

💻 Hybrid work model (50%-50%) after 6 months.

🏢 Offices located in Pozuelo de Alarcón, 3 minutes from the Pozuelo Renfe station.

💳 Flexible remuneration plan, employee discount portal, and an attractive vacation package (26 working days + 4 personal days).

🎓 You can enjoy the best training conditions with an 80% discount on UNIR degrees.

The EDUCATIVO Group is firmly committed to equal opportunity and diversity, thereby creating an environment free from all discrimination.

#LI-SR1

View original advert (Spanish)

Buscamos incorporar un/a Técnico/a de Formación y Calidad que será responsable de auditar, acompañar y desarrollar al equipo de asesores/as telefónicos del área de Admisiones Internacional, asegurando la excelencia en la atención al cliente y el cumplimiento de los estándares de calidad en entornos de call center.

¿Qué harás?

Realizar auditorías de llamadas (inbound y outbound) y evaluaciones de interacciones (telefonía, email y otros canales), asegurando el cumplimiento de los protocolos de calidad y ventas.
Analizar KPIs propios de call center (conversión, calidad de llamada, adherencia a guion, tiempo medio de gestión, etc.) y elaborar informes de desempeño.
Proporcionar feedback individualizado y constructivo a los agentes, enfocado en la mejora continua de habilidades comerciales y de atención al cliente.
Detectar áreas de mejora comunes y proponer planes de acción y calibraciones junto con el/la Jefe/a de Calidad y responsables operativos.
Impartir formaciones y sesiones de coaching (escuchas acompañadas, role plays, refuerzo de argumentarios, tratamiento de objeciones).
Participar en el onboarding de nuevos agentes, garantizando la correcta adaptación a los estándares del servicio.
Realizar seguimiento del impacto de las acciones formativas en métricas operativas y de calidad.
Contribuir a la optimización de guiones, argumentarios y procesos del call center.

¿Qué buscamos?

Formación en grado universitario o ciclo superior.

Al menos 1 año de experiencia en calidad dentro de entornos de call center o contact center, preferiblemente en áreas comerciales.
Experiencia en escucha de llamadas, evaluación de calidad y coaching de equipos telefónicos.
Manejo de herramientas digitales y plataformas de aprendizaje online.
Perfil analítico, con habilidades de comunicación, influencia y orientación a resultados.
Alta orientación a cliente, mejora continua y trabajo en entornos dinámicos de volumen.

¿Qué ofrecemos?

🌟 Un entorno dinámico y colaborativo, donde tu trabajo tendrá un impacto directo en la vida de los estudiantes.

🚀 Ser parte de un gran proyecto de expansión internacional e integrarte en un equipo altamente cualificado y con un excelente ambiente laboral.

🤝Contratación estable.

🕜 Jornada completa. Horario: L-J 13:30 - 22:00 V 13:30 - 20:00.

💻 Modelo Híbrido de trabajo (50%-50%) a partir de los 6 meses.

🏢 Oficinas ubicadas en Pozuelo de Alarcón, a 3 minutos de la estación de Renfe de Pozuelo.

💳 Plan de retribución flexible, portal de descuentos para empleados y un paquete vacacional atractivo (26 días laborales + 4 días de asuntos propios).

🎓Podrás disfrutar de las mejores condiciones formativas con un 80% de descuento en las titulaciones de la UNIR.