I worked at Sutherland Global Services in Kosovo for five months, and the experience was overwhelmingly negative. While the company pays salaries on time and the office space is decent, these are about the only positives worth mentioning. The management style is rooted in constant surveillance and control — employees are monitored down to the second, creating a suffocating and distrustful environment. Instead of focusing on performance and results, leadership seems obsessed with policing behavior and enforcing unnecessary pressure. The pay is low compared to similar companies in the same industry, which makes the treatment even harder to justify.
The management and HR practices are deeply flawed. Team leads and SMEs often come across as authoritarian rather than supportive, more interested in catching mistakes than developing people. They're quick to criticise and slow to support. HR is especially problematic: many employees are terminated under the excuse of “low performance,” but it’s widely believed that these dismissals are motivated by internal referral and onboarding bonuses. Some HR members appear to exploit the system by firing existing staff just to bring in new hires and claim their bonuses. Why is it that they constantly keep looking for new agents? The company’s high turnover rate and unstable workforce are the result of these unethical practices, not employee incompetence.
