Take this with a grain of salt - Contact Center Representative PSCU Employee Review

Personally, I would not recommend working at Velera/PSCU. At least not in the call center. Unless, of course, you enjoy having your entire day meticulously documented down to the minute. Furthermore, QA will subtract points for the most ridiculous actions that are utterly subjective and do not adhere to the rules and standards they set. If someone is having a poor day in quality assurance, you can say goodbye to your bonus. And, for reference, this is coming from someone who tries really hard to do well and takes their job seriously. So please realize that this sort of thing happens to top performers as well. I can only imagine what someone new to the call center and new to the business would have to go through just to be caught up to speed. It would probably involve a lot of PIPS and write-ups I am sure. You can challenge your call ratings, but even if a QA supervisor reviews them again, they are unlikely to be reversed. In my personal experience, QA has marked me down for doing something that was completely "by the book" exactly as it is stated in the guidelines. When it was questioned, they concluded the review, claiming that the deduction was correct. Needless to say, my supervisor and I were shocked when it came back. So it can be a lot of fun to come into work every day, dreading what you might see in your call scores. It all comes back to the corporate aspect: you will always be rated a 3 because there is always room for improvement. Working as intended I suppose. If you enjoy poor mental health and always being told you're not good enough then this is the role for you. Furthermore, Velera's systems are stuck in the dark ages. Good luck addressing queries from callers such as, "Why is no one available to help me when my account is being hacked and my money is being stolen?" Or, "Why isn't there a simpler way to make this payment? Every other company allows me to do X, Y, or Z, but you can't even [insert one of the many things we can't do for callers]." To be honest, working at Velera can seem like a scam. Some of the things we offer are so poor in quality that it can look like a scam website or company. Finally, the learning curve for working here is likely not worth the hassle. And you can try really hard to remain cool and bring issues up to management in the hopes that they would be rectified, but it took nearly 3 months to receive a response from one of my managers, despite sending many emails and messages on Teams. There is blatantly incorrect information in the system we use, and despite knowing it is incorrect, you must make your own moral decision as to whether to tell the person on the line the correct information and risk being marked down by QA for failing to provide what the script says, or to simply tell them the wrong information so you do not get in trouble with QA, but then that person has the incorrect information. So, ultimately, I guess it really just depends on how you're feeling that day. Oh, and no, we don't have a means to report incorrect information in the system. I tried, and it has been around three months after I originally reported that the hours of operation for a location were incorrect, and it is still not updated to this day. I suppose it is quite difficult to keep such information up to date nowadays. Anyways, that is my two cents. Feel free to take it however you like. I tried to be as matter of fact as possible and not let my own personal frustrations get in the way so as to provide you, dear reader, with as accurate a glimpse into being a contact center agent as possible. I hope this helps you on your journey.