Job Description

The SEIU Communications Center (SEIU-CC, LLC) advocates for quality health care and public services in our communities, and good jobs for all. We are hiring a Quality Assurance Monitor who speaks both English and Spanish, fluently. We seek candidates who are passionate about progressive politics, labor issues and social justice movements, and who want to make a difference.  

SEIU-CC operates at the leading edge of innovation in the labor movement, helping our union clients to meet the challenges of organizing workers in the 21st century. We help labor unions across the country grow their membership and increase member participation. The American labor movement is under constant attack from those who would undermine workers’ rights, and we are at the forefront of this fight, ensuring that working families have access to good-paying jobs, quality health care, and respect and dignity in the workplace. We employ a diverse team of Tele-Organizers (TO’s) who believe that all workers deserve respect and a voice in the workplace and who are eager to join the fight to grow the labor movement across the United States. 

The primary responsibility of the Quality Assurance Monitor is to help ensure that Tele-Organizer agents are efficiently handling phone calls with a level of professionalism and aptitude that exceeds client expectations. 

As of April 2022, work is performed at our New York City headquarters, using company-provided equipment, or from a remote location, using employee-provided equipment that meets standards.

This is a part-time, per diem position.   

The pay is $20.50 per hour. 

Qualifications: 

• Must meet qualifications and requirements of the Tele-Organizer agent job description  

• Excellent reading and speaking skills essential, in both English and Spanish 

• Must be comfortable evaluating the work of others, asking them to improve where needed 

• Background in contact center monitoring, training, supervision or management desired 

• Background in organizing is ideal, priority given for experience in union organizing

Job Requirements:  

• Lead by example, mentor and motivate Tele-Organizer agents  

• Listen to phone conversations, evaluate the quality of the work, document findings  

• Coach to improve TO skills, always asking and attempting to answer: “What adjustment will improve this TO’s performance to the greatest degree, in the least amount of time?”  

• Answer general questions about the work  

• Assist Management team in developing the skills of newer TO agents  

• Help to identify and disseminate best practices related to phone scripts and technique 

• Report to Management on Quality Assurance challenges and successes 

• Keep skills fresh by performing Tele-Organizer work, having telephone organizing conversations

SEIU-CC, LLC is a subsidiary entity of 1199SEIU United Healthcare Workers East, www.1199seiu.org, and an equal opportunity employer, welcoming all qualified applicants, regardless of gender, race, age, sexuality, or disability.