At the time that I joined, this role provided no documented training aside from one SOP that management wanted me to re-write despite having trained off of that same existing SOP. This meant that the triage processes for the multitude of other use cases we managed for customers were constantly in flux, with each failure to magically anticipate those changes documented as a "mistake" to cumulate later into a PIP.
In fact, errors made only once or twice over the course of six months counted as a "mistake we keep needing to revisit". It even reached the point of management admitting that "these are not things the customers will notice, we are just perfectionists and expect you to perform at level A, B, C"...with those performance parameters constantly changing, to the point that being human and stressed from needing to work weekends to keep on top of all of the tasks leads to a mistake here or there which is automatically added to your paper trail.
I've seen other reviews here say it's a boys' club that likes to point fingers. I think I see exactly what they mean.
