Micromanaged and strict - for every phone call or "case" (query submitted online), there is a likelihood it will be audited based on a giant database of oddly organized guides on the website that you are to follow for each call. This is...daunting, to say the least. You get audited several times per week for phone calls, and several times per week for portal cases. These are pulled randomly and extremely strict. If you miss the 100% mark, you receive an email indicating what was missed.
This would be fine if every issue fit into a box, but many simply do not. The tight leash they keep you on feels borderline oppressive. And these stats are tied directly to bonuses.
This may work for some people, but at the rate the guides change, it is incredibly difficult.
Rigid - all time on the job is segmented into different states, and these are managed by a separate department. Taking your break 3 minutes late because you got stuck on a call? That's not an approved state and is counted against your compliance. Have a meeting set up by someone else that wasn't scheduled with this department? You better not forget to tell them or it's against your compliance. It is exhausting. This is the same department that determines whether time off is approved as well.
Training - very lackluster and did not prepare for the job.
