Pros
Supportive and collaborative teammates: The QA team was close-knit and easy to work with. We helped each other, which made the work environment positive. Improved work-life balance: The shift from 10.5-hour workdays to 8 hours while keeping a 5-day workweek was a great change that improved rest and productivity. Good communication with other departments: Collaborating with teams like Training and Content was smooth and efficient, allowing ideas to flow for improving customer support. Valuable QA experience: I gained important skills in analyzing customer service quality and providing feedback that helps improve products and services. Fun team culture: The QA team had a friendly, close, and supportive atmosphere, making it an enjoyable place to work despite challenges.=]
Cons
Redundant tasks: Some QA activities, like coaching agents and holding huddles, overlapped with team leaders’ responsibilities, making certain efforts feel repetitive and time-consuming. Frequent leadership changes: Leadership turnover affected consistency in how support was delivered and created some uncertainty within the team.
