Extremely unrealistic expectations. QA score had to be 94%+ at all times — meaning even 92% was considered failing. [even if your other metrics were absolutely CRUSHING it.]
-No room for error or growth. Only one “grow plan” allowed — no second chances even with continued improvement.
-Ever-expanding responsibilities. Hired to take calls, then expected to take on multiple complex workflows with no extra time or support. [expectation was to have at a minimum 3 "offline" functions, then to take calls whenever at the drop of a hat.
-Every second is tracked. Break time, away-from-desk time, and lunch overages are all monitored down to the minute — going over by 5 minutes in a week gets flagged.
-30+ point audit system used for call grading, including exact scripting and order of phrases — even minor human moments can tank your score.
-High turnover. Burnout is common, and support is minimal once you're on the floor. [and I should mention - they change things all the time, but communication is lacking so nobody really knows what changed]
-Management says they care about feedback and growth, but in practice, it’s metric-or-nothing.
Would not recommend unless you enjoy being graded on how many times you say 'thank you.'
