Pros
- Good pay for the job - More freedom given as far as ways to solve customer issues - Fair employment practices - Recently a good employer as none of the things I list in cons now are things I would have listed a year ago
Cons
- Convoluted metrics that are hard to understand - Tendency to revise metrics and retroactively change scores from previous months, making you fail things six months ago that were considered passing at the time. Changing future standards is find and understandable, but when I did well and then am suddenly told I no longer did well and are now on-notice instead of commended, that's an issue. - Not giving supervisors information about changes and forcing them to assume, resulting in getting different information from different supervisors and further confusing things - No clear quality standards so different QA reps score the same call in wildly different manners.