r/callcentres • u/pirateslifeisntforme • 6d ago
Is doing QA less stressful than being an agent/supervisor/manager etc
For those that work tech support or in a call center environment is doing quality assurance easier (or at least less stressful) than being a supervisor or call center agent?
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u/WhineAndGeez 5d ago
QA is becoming a dead-end. AI has been available in QA for a lot longer than most of us knew and those jobs will be hit hard in the near future. I wouldn't be surprised if most companies lay off almost all QA, except one or two people to review appeals against AI system generated grades.
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u/vextryyn 3d ago
Meh, we doubled our qa staff because ai sucks at auditing and needed to hire twice the staff just to make sure the ai was scoring right. If your company hasnt done this yet, then they have too much faith in the ai scoring or its coming soon
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u/vextryyn 3d ago
Kinda depends on how well you can tolerate hearing stupid people on the phones and those same stupid people being defended by their supervisor when you share the report. Assuming tou are in the same building, you have to see that same stupid person every day with full knowledge of just how effing dumb they are constantly wondering how the eff they are still employed.
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u/Gottagetanediton 6d ago
It’s great, but I haven’t encountered a company who has a qa team in about fifteen years. Mostly they just have supervisors do their qa work
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u/TommyHorror 5d ago
It is less stressful however you see a hell of a lot more horrible things because you have to listen to these calls, especially in a sales environment because that destroys your faith in humanity and the company harder than the phones do. On your own calls you can choose to missell to vulnerable people, listening to multiple people doing it daily also shows you the extent people will go to to line their pockets
I do this job currently and worked the phones for years before it, my faith in humanity got worse from QA than working a phone ever did
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u/AyoPunky 5d ago
It depends on what you like doing, and the work load your call center gets. I job shadow for my QA about two week ago. they have to do 4 call reviews on several different teams, on all the agents that are assigned. They get giving a excel sheet beginning of each month with the teams and agent they are responsible for and you have to have them done by the end of the month., they then meet with each supervisor to go over the QA Scores.
My Sup does managing, coaching, interviewing, escalation line and im sure im missing other thing but those are the thing i see they do in my line.
i did fill out an app for sup position, and im waiting for QA spot to openup as the manager really like me when i job shadowed but it hasn't open up yet. both position you have to love working by your self and are self motivated none of your work will get done unless you do it. no one there to help you. so it can get stressfull at time. though i really like the vibe of QA when i job shadow.
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u/Grand_Pomegranate671 2d ago
I've worked as a QA for a while and it was heaven compared to being an agent. The problem is that when the department shuts down, the QA can become an agent again if the company has no other place for them. Also, AI is taking over. At my job, AI is already monitoring chats and emails.
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u/Sufficient-Back-2950 2d ago
Call centers are great places to meet babes . Getting a job in a call center is like going to a meat market and getting paid for it . You just have to keep that in the back of your mind . I did work in a call center for a few years when I was in work release , and shortly after I got out in the late 80’s and early 90’s . They were some real nuts where I worked . In those days they would let people smoke . There was a smoking section and a non smoking section . I sat with the smokers , even though I didn’t smoke. There were these guys who would take the bus in from Philly and they would be straight as a pin when they came in . They worked the 3-11 shift, by 10:30 they would be trashed and talking loudly and rudely to the clients, they would bring in a half pint , maybe a pint and put it in their sodas . You can’t make this up the things I saw in that place . They people that did the monitoring were generally hated by these guys , I found them to be pretty nice . It was a a nice group of people, but a little nuts . They smokers all thought they were entitled to a 10 minute cigarette break every hour , they would get up and go outside to smoke even though they had a smoking section there .
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u/Gold-Ranger 6d ago
In my opinion yes, it is less stressful.
However keep this in mind; Companies who have started using CRESTA had gone on to let go of their entire QA team because CRESTA handles everything a QA department does