What I've learned:
Their main focus is net promoter score. how to get that is provided by surveys. The survey system is not developed individually but is based off the initial person taking a claim, the claim representative, and the shop chosen if it is one of their educated choice repair facilities. one slip up can ruin your whole scoring, causing your individual net promoter score to lower incredibly. The only real way your job performance is calculated is by call quality audits and what kind of extra tasks you pick up/ask for, or applying for certifications. based on how well you interview and how well your manager likes you gets you in touch with this extra workload. You can of course ask for extra work but management, not just one specific person, tends to just brush you aside then hand the extra work to the person of their choice regardless. Which this also affects your raise of course.
For job advancement thy say they like to hire within. I've never seen such a blatant lie in my life. 4 job openings, 8 people within all in different departments able to lose 1 person apply, 6 within that have experience, 3 for outside with no experience get hired, 1 inside. 5 months to respond and let you know you didn't get the position.
After weeding out all the favorites and people leaving, I've finally advanced to where I would've like to be last year. Once you get the spot, you have the security. But you have to work work work and brown nose your way to the top.
There's more that goes on here, wish I could tell it all but only so many characters left to type.
leniency with work and life
favoritism is extremely & unfavorably high