Pros: higher pay than regular agents, not being on the phone
Cons: 30 min lunches, poor location, voyerism
As a quality analyst you must understand that it is your job to be, what George Orwell described as, the "though police". You grade and monitor every agent on the account you have been assigned. You listen their phone calls while watching what they do on their computers. Like a voyeuristic stalker you stalk agents to find the littlest thing they do – more... wrong.
While this is an extreme definition it is the truth. I found that I did not like this kind of work at all. There was no room for advancement in this position as this was the highest you could go unless your boss left for some reason.
Due to the amount of accounts at the center the culture between QA was not nearly as diverse as being a regular agent. You are hated by the agents, as you grade their calls, and if you slip up and miss something the agent does not do you are then reprimanded by management. Make no mistake about it this is a middle management job.
Due to the amount of calls you are required to grade and interaction with clients and agents alike there is no time for yourself when you get off work. You are so concerned with a call you may have misgraded that it weighs on your mind always. I found that I was unable to have my own life away from work when employed at this position.
I did not find this job enjoyable but being voyeuristic has never been my thing. – less