Pros
Work from home Many staff are good to work with Will continue to work for company
Cons
Depends on the Pod assigned you will get good manager and bad manager. My prior manager in 2022 was inclusive and gave clear instructions to everyone. 2022 manager gives constructive feedback . In 2023 manager as of March discriminates and have favorites. Dismisses staff abruptly and play games with her friends while the rest struggle to get ahead. If you are an immigrant and you don't pronounce the QOS script like an American you are an immediate failure with branded greeting, introduction. If customer does not initiate Smartlook you are also graded badly, You are also graded on Resolution and offering survey. So you are graded on things you cannot control including program errors.