*Employees are constantly expected to work back-to-back, whether in the DPS or GCAS line. The environment is heavily driven by call center KPIs and, in many ways, feels even more demanding than a traditional call center in Colombia. Performance is heavily measured through metrics such as Quality Assurance (QA), Adherence (95% minimum), AHT, productivity, and customer satisfaction.
*If you do not meet performance targets, you can lose your hybrid work privileges for up to two months. This policy is frequently used as a pressure mechanism rather than a development tool.
*Gossip is part of the daily culture. I witnessed coworkers frequently speaking negatively about others, and some managers displayed questionable ethics and professionalism.
*The actual responsibilities of the role do not fully match the job description presented during the recruitment process. Candidates should ask detailed questions before accepting an offer.
*Career growth opportunities are limited. I met employees who had been with the company for several years and had not experienced meaningful career progression.
*Salaries were not adjusted in 2026 despite inflation and rising living costs.
*Employee well-being often seems secondary to operational metrics. I personally witnessed situations where employees facing health-related challenges felt unsupported and worried about their job security.
*Concerns regarding inappropriate workplace behavior were widely known among employees, yet many felt that management was not taking sufficient action to address them.
*The company promotes a "people-first" culture externally, but many internal practices appear to prioritize metrics and productivity above employee satisfaction and well-being.
*High turnover is often treated as normal rather than as a symptom of deeper organizational issues.
*Managers frequently rely on micromanagement rather than coaching and professional development.
