I (41m) recently started a position with a new company after a lay off from a company I had been with for many years. I have worked in a call customer service/call center or office environment the majority of my career, and always had some form of quality team that would monitor our calls or work. My issue is the guidelines my new company’s quality assurance team follows. For one quality decides how many monitors any rep gets. For example rep A might get 3 quality monitors one month while another rep gets 12. Even though they both do the same exact job. Quality can also decide to go back to the previous month and pull calls for the current month at any time during the month, even though that rep has more than enough calls for the current month to pull from. My sup has also stated she believes some of the quality reps actively search for calls with errors. Which was also said to me by reps that have been with the company for years. I have brought this up to my team lead and my Sup and I was told she’d speak with quality to find out more but nothing happened. My sup has told me each rep is supposed to get 8 quality monitors a month, but every month each rep has a different number ranging from 3 to 12 and everywhere in between. I feel quality in my company is given a lot of power in comparison to other companies. Is this a normal thing for companies these days? I’m sorry for the length lol