The bonus is not easy to obtain
Quality is very grey, it is very much the opinion of the person grading you. The bonus us gained by a combination of your utilization, (in other words, in ratio to how many hours your clocked in how many of those are you actually speaking to someone) your quality, and a two dozen other factors.
The bonus structure is very hard to understand, they break it into over 20 categories that are not easy to understand. In collections, you aren't rewarded for how much you collected - which makes no sense.
The reports sent everyday to tell you where you stand are always incorrect, everyone is well aware of this, you have to pretty much exceed what you think is on there and hope by month end you made it. The work isn't easy, the bonus makes it worth it if you make it. But a lot of people don't, I easily feel like its the company low key saving money so they only pay you out an hourly.
The good is that they are unbelievable with schedule flexibility. I am in school, they are very helpful and understand schedules change every few weeks.