Pros
If you are favored, like I was up until the end, you'll make money, you'll get away with breaking all of the rules, and you'll always be the exception.
Cons
When Qualfon took over, they didn't want any more Mentors or At Home workers. I was a Mentor at the time and as every single person in management there, supervisors, other mentors, the training team, quality team, and operations managers told me it was only because I was one of the newest mentors (they demoted 5 of us back down to Agents due to tenure). They complained about the remaining Mentors and how they didn't do their jobs. Yet you demoted me? I had great attitude and continued working closely with the supervisors and operations managers on miscellaneous projects. Even though they'd stepped everyone else down, they decided to bridge my pay for another month and I would continue working on these projects. They were left with 3 mentors. None of which were capable of taking over the projects I started and worked on all at once so when my time came they each took a few of my projects since not one of them could handle all of the projects I was working on. Even that way, they still failed to continue working on the projects. Some of which were requested of us to do by the client. Well that dwindled. That's what happens when you keep idiots in and kick the hard workers out. You're left with idiots that not only don't care about their job but get paid to not care and everyone else knows it and sees it including the people in power to demote them and put someone worthy in their position. But... "that wouldn't be fair" now would it? I worked in acting positions that I was not supposed to pay wise, according to the client, and illegally. I was acting supervisor when teams were left without them because we lost half our management. Qualfon also decided that they didn't want employees working from home anymore. Well guess what? They're still working from home. After speaking with a Supervisor about helping another employee to work from home since I was not currently using the at home equipment (Was on Maternity Leave) I allowed this fellow employee to use my at home equipment to log in. He did not use any of my credentials, only his own. The only thing that was mine was the equipment itself. We were both fired. Myself for allowing someone to use my equipment (even after speaking with my direct supervisor about doing so) and the other employee was fired for using equipment that they were not authorized to use. On the termination papers the other employee was technically fired for breaching their network by using my credentials, which is entirely incorrect, and also not being authorized to use said equipment, which is also somewhat incorrect. Prior to all of this, when I was still a Mentor, an agent (which is CLEARLY against policy, it's written all over the doors, walls, windows that agents are NOT allowed to have phone on the floor. It's against policy, breaching security, and putting customers information at risk) pulled her phone out of her pocket *not allowed to have phones on the floor* and took a picture of her computer screen in front of a person in leadership. This person was taken immediately to the tech team to have her phone searched through, of course, to make sure she wasn't taking pictures of customer's credit card number, addresses...etc. But guess what? She still works there. TO THIS DAY. Why? Because she has high numbers. She's valued. You want to know something else? Both me and the other employee that were fired *while I was on maternity leave* for the at home equipment - we both had hire numbers then this Agent who was not fired for breaking the #1 rule. No phones. Favoritism, unorganized leadership, lack of understanding of their own handbook and the paperwork that they write up for writing agents up, putting them on probation and even termination is poorly written, only from one perspective, lacks information and half the time is wrong or even a lie. Being in leadership, a part of the quality team, being a mentor, helping with training, and even being an agent working for this company, both Center Partners and Qualfon - I don't suggest working there if you don't care about more than a simple pay check. Don't get caught up in their lies, words of exceeding and hiring within. They rarely hire within the same account. The same company, yes. But not the same account. The supervisors have never actually done the job themselves so you're going to solely rely on the training of your fellow agents once you get on the floor yet the leadership is the one who will hold your fate in their hands. The QA techs, half the Mentors, the majority of the supervisors and all of the senior supervisors and operations managers have never actually done the job you're going to do. So if you're going to work here, especially on the zulily account, don't worry about moving up. You'll spend YEARS trying to move up and if the person who has the power to do so doesn't favor you - you will not move up. Ever. There is a mentor that's interviewed for the supervisor position 15 times in the last 3.5 years and has not moved up, she's been a mentor this entire time and has worked for the company even longer. She makes a little $11 an hour for her work and her time. She knows more than anyone else on the entire account (or should anyways) and she makes $11 an hour. Is this the kind of "hiring within" you're looking forward to? If you're looking for a place where you can excel, exceed, and be cared about - have a company "care about the people" don't work here. It will end in sadness, pent up frustrations, and less than a handful of people that you'll miss and an even lesser amount of people that you can thank for teaching you what they taught you while you were there. After all that, it's just another job that craps on their employees unless you're perfect and unless you keep your mouth shut. Good luck! You're going to need it. As an agent you make $9.25. Quality Team makes $10.00 plus bonus and benefits. Mentors make $11.25 plus bonus. And if I remember correctly, Supervisors are Salary and make approx $28K a year plus benefits and bonus. There's a QA tech that's worked there 13 years and she makes $10 an hour. Way to treat your tenured employees. Maybe Qualfon will give her a raise soon. Center Partners didn't care to. When I was a Mentor I made more per month than all of the supervisors except for the 2 Supervisors that got the 1st and 2nd place bonus. Supervisors may make more per hour but if they don't get bonus then they make less per month than mentors. Supervisors compete for bonuses with their fellow supervisors. Mentors don't - they just get them.