customer service representative

call center representative

insurance agent

technical support

customer service/sales representative

Qualfon

*I know this is a long review but hopefully gives you a good overview--in short: if you need a job they'll hire you, it's almost impossible to get fired/contract terminated early, do not expect a clean or honest environment, and above all do not expect any clear expectations. 

I went into this job knowing that it's a contract and that odds were it would be a seasonal job- totally understandable! But unfortunately while the atmosphere is presented as a fun, family environment during your time with Qualfon it became clear that this was not the case.

Within first few days of training the HR Director quit (and learned many other regulars were quitting). It's been several months and as far as I know there still is no true HR department (she was a one woman show) or if there is they never told us. 

Training itself was a positive experience--a great group, great trainer--but it became clear that the facility was not being properly maintained. You'd think a few months into Covid-19 the company would have cleaning standards but literally our training room was never cleaned to the point there was a spiderweb being made between my computer and my coworkers. We left it to see if the room was being cleaned--it wasn't. we were provided an unlabeled, clear bottle of liquid for cleaning our workspace. No odor and could possibly have been water for all we knew. And speaking of Covid-19 we were sat within 3 feet of each other. 

Months later we get to the floor and everything is as though it has never been cleaned--I personally had nail clippings in my drawers as a specific example. Dust everywhere, coffee stains on desks, carpet unvacuumed. The weird thing is that they do hire a cleaning company, and the company does come onto the floor to remove trash, but they only seem to clean the bathrooms and the hallway. Vacuums are non-existant. A positive though--we were spaced out on the floor so had space between us but after spending months next to each other by that point it wouldn't have mattered much.

Fast forward to later on down the road it became clear that the expectations were not as clear cut as they seemed. Working with the eHealth account turned out to be a massive micromanaged mess where your expectations can be summed up as:

"take calls--why did you take too many phone calls? You aren't taking enough phone calls!"

And lots of misdirection. Qualfon saying one thing, eHealth saying another. in terms of who gets cut when--there is no understanding on how they come to the decision. It's basically impossible to get fired so if you need a job as long as you can pass a background test you will be hired (because they get paid on filling seats they hire essentially whomever--and also do not let people go no matter how belligerent or incompetent they may be). The catch is that you have no idea what performance expectations you really are supposed to have. As mentioned previously first round of cuts were of people whom you would not have expected while those poorly performing or causing headaches were kept.

And lastly the lack of transparency and intentional misleading is a concern. I understand that for legal reasons you are taught how to intentionally be vague while sounding like being forthcoming but this also translates not just with the sales but also from management to employees. So just be careful in taking their word and instead take them as a possibility and not a guarantee no matter how influential the language. 

OH and there is zero quality control. The admin teams I really have no idea what they do- licensing department often has you doing their work and will scold you if you ask them questions or send you anything, quality control I have never seen (and you hear people saying things on phone all the time that they shouldn't) - even if you ask to listen to your own calls you aren't given the opportunity to critique yourself. 

(And the "fun committee" calendar of monthly activities? Don't expect anything--half the time nothing happens my guess because of the mix of work from home and those in office. Which is another thing--it's unclear who gets to work from home and doesn't. Some people are allowed others aren't but doesn't matter on tenure or knowledge it's random if they say yes) 


Current employee at the time of writing this for 3 months. The training I had felt non-existent as I did not even have a training class. It was a mass hiring “Wave” is what we are and it was divided of 4 parts because there was so many people in it. This should raise a red flag as they are just trying to get people to fill their seats as quick as possible and onto production just as fast. 

I currently don’t feel valued at all, even considering it a toxic workplace. The biggest con I have faced is that there is little-to-no communication. I had to learn almost everything on my own and since there is so many people in these hiring waves, they’d rather just drop the ball and have us figure things out on our own than to help anyone.

There’s a department of people that will get on your case for any time over on what you’re supposed to have. This pertains to lunch, breaks, system issues, and even having a long call. They don’t care what the circumstance is, they just see the numbers going over so it’s very black and white on adherence. 

One of my other big concerns is that I was told I was plain full-time working here but the at the end of my training, they told me that I’m seasonal. They currently have no idea if they are going to keep the seasonal employees for a different campaign, staying with the same campaign, or if we’re going to be let-go. This is not good for job security as you could not be working the next day without notice. I haven’t seen anyone at all since I’ve started that has received a different position compared to the past colleagues that would have received a new position within the same time frame. They told us in training they “Championed” and employee from your team to move up. So it’s pretty much favoritism since it doesn’t matter how hard you work, more of if you talk to your manager and invite them to parties.

Apparently there is benefits or paid time off but nothing is communicated to me and nothing will be communicated to me for reasons I do not know. I assume I just have my wage to hold and that’s it. Zero communication from my manager when I message these questions directly. I haven’t received any coaching sessions to enhance my skills to do better at my job. I don’t even know who my team is even though I’m in one, I’m just flying solo every day, all day.

This zero communication is the biggest problem I have encountered here, but if you go over 15 seconds on your break, you get an instant notification. I have brought this up several times but I guess this is considered toxic from what they have told me when I’m frustrated at having answers at nothing, when really the atmosphere is toxic since they do not communicate anything to you at all.

You don’t get holiday pay, or time-and-half if you work the day. Short lunch, short break, out bathroom breaks recently got revoked. No sick leave pay, I have no idea if they even work with you if you get COVID since they never say anything. 

I’ve had constant system issues despite having a high end PC and 500 mb/s internet. I always need help from IT to find out why the application I log into for work always crashes or times out.

Constantly getting upset customers due to no follow up on the managers side. We can’t even transfer to a manager for an escalation because it needs to go through a “Process” no matter the reason. Prepared to get yelled at a lot from customers since you technically can’t escalate your call, especially if you are a night shift worker. Work balance in uneven, less employees at night means more calls than the afternoon shift. Work can be difficult at time since you handle so many different providers that you need to figure out on your own. The pay isn’t worth the wage.

Pros
They will hire anyone without an open arrest warrant.  Turnover is high with classes starting every couple weeks.  Great place for the overly tattooed and pierced who can't get a job in public view.  Great place if you want a job but with pay so low you still qualify for public assistance.  If you only need a job for 4-5 weeks you can get paid for training then quit.  If you're going to school they will work to set a shift you can live with.  If you're new to town you can build your friend base through work but be selective, plenty of questionable folks pass through the doors.  There is room for advancement if you brown nose, buddy up and take smoke breaks with supervisors, even if you lack any managerial skills whatsoever.  The upside is supervisors can just coast along listening to calls and writing reports.  Funny watching them move about, they travel in packs with as many as 4-5 people walking around doing the job of one.  It's like one big dysfunctional family with cousins you really don't want at your house on Thanksgiving.
 
Cons
So many I can't list them all but here's some highlights.
The company prides itself on being great to employees.  But that's the employees who work in 3rd world countries where anything this side of a sweatshop is seen as a great job.  The place they are most proud of is Guyana where they are revered as the saviors of the country, but that doesn't take much for a country with the highest rate of suicide in per capita in the world.  I suspect they bought Center Partners to gain accounts and will slowly close US call centers and send the work out of America.
Pay is less than a living wage.  A recent "merit pay raise" was introduced with numbers manipulated to look like they were doing something good but it was more of an insult.  The majority of non-management employees got raises of 2 or 4 cents per hour or worse, no raise at all.  They'd rather pay you in candy.
Supervisors are promoted on the buddy system, half are clueless and couldn't manage their way out of a paper bag.  Many are disrespectful, surly and insulting self-important jerks.
The company handbook contains feel good lip service but supervisors and administration openly break these self professed credos.
The CdA site is old and filthy, it's a health hazard just working there.  The numerous lowlifes who work there flick boogers on the walls, urine on the floor and feces on the toilet seats and the place hasn't had a good cleaning in years.
Training is a joke and "customer service" is just a cute slogan. You take/make calls on behalf of contracted companies and you will learn how horrible some of these companies really are and how poorly they really treat their customers. 
It's all about sales.  Supervisors will encourage you to say whatever it takes to make a sale, right or wrong.  If you can't make something happen in the first 5 minutes agents just dump them off on another department.  You feel like a dirty used car salesman.
Turnover is, not surprisingly, constant.  There are some who have drank the kool-aid and have stayed for years but the average hire will be gone in less than 6 months.
They promote all sorts of positive events and causes but because they won't pay their employees a living wage most are just hollow.

It was the worst place I ever worked.

This was edited to pass the censors.

I worked there for a while it started out fun and exciting. Projects came and left the environment was great. Then they started falling behind on activities, incentives, promises for achievement and then topped it off to hire an operations manager who had an ego to fire people he had issues with. He even had the thrill to mention he did this at his previous employment.If you reported him or requested to move to another project he would find a way to get that person termed. He was pushy with his agents and management staff. Everything would be calm and perfect when he wasn't around. As soon as you felt his presence on the production floor the tension was felt. He pressured for sales and made efforts to feel the intimidation as threat if sales plus stats went south.No one wanted to work in his department even though it was the latest project no calls. People in this project needed the job so they faked the enthusiasm with him and when he walked away it was back to frustration plus stress. Very unhealthy environment to work in. Everyone thought this department would be the best because no calls but the case is when mgmnt is dishonest and unorganized with his clients and staff it can't be successful. Unfortunately the voice of ones concern doesn't matter and either way you will get termed. He will take the joy of his progress to eliminate people off his team and glow with a smile then laugh about it. No shame at all. If only the voice of employees mattered it would benefit everyone who applies. It's not the best department to think of for a permanent job and until he's gone it will be like walking on eggshells. Agents that don't work with him feel his negative vibe when he walks the halls or passes by the break room plus he's not friendly to other agents or staff members. Almost everyone there greets one another wether they know each other or not except this operations manager. They have two other sales departments that could have potential for this site to grow.There's one operations manager who is awesome and the greatest plus he's from out of state heard he started with the first sales project.He made work and time fly with enthusiasm. He was motivating and positive plus easy to talk to not intimidating at all. He did his job and kept his department in order no dissatisfaction came from him. Organization, incentives, loyalty, opportunities , mgmnt. , process of termination and hiring, pay rate is not $9, no part time positions all these and other adjustments need to be corrected to make it the best work place.

I got hired in Wave 6 April 22, 2022 training isn’t that bad it’s pretty fun depends on your trainer. Your first day in nesting is 3 hours literally nuts. There’s no help or guidance. The next two days are full pre nesting days and my god if you even ask for help it’s like pulling teeth. They want the gold time to be less then 90 seconds but help doesn’t come until 15 minutes so your stuck trying to figure out what to tell this irate person in the other line. When you do get the help they want you to go on that article stuff in 360 and basically fight for yourself. My first week there was a bed bug outbreak and they did nothing about it just bust out the vacuum lady. They only care about sales. You must pitch in every call. Another thing you can’t even transfer without confirmation from a manager when there’s no other choice but to transfer. They also had a covid outbreak and did not even inform any of the employees I only found out because I got one of my family members in before I had quit and she told me needed up leaving mid shift. Wanted me to make a sale to get on production floor after my wave got on production they had a chat you use to communicate with a supervisor. Which takes 10 times longer then just raising a hand. Half the things they teach you in training is a waste of time because they leave out 90% of the material and expect you to just know it magically. This place is a joke and their whole wave 11 quit. Shut this place down they can’t even hold people that’s how horrible it is. Had a girl from my wave make a sale and didn’t even get her commission they gave it to the supervisor. They also told us weekends off then suddenly they added weekend shifts and took that away. Made millions of false promises. Guy from wave 6 was there 2 months didn’t even get his paper check. Had to cancel old checks to resend how did he live I have no idea. They want you to recommend people so bad and they give this Wack speech about a lady who’s “making bank” as she says recommending people like please it’s only if the people last a certain amount you get that commission for recommending but they push it so hard it’s literally annoying. Calling people down every other day just to talk about that lady who makes “$10,000” a month from recommending as if they would actually give that to her their a joke and just need to give up the dream of having 500 employees at the end of the year you can’t even keep 100. Give it up shut this bug infested place down my sister in law literally got bite by those bugs on her arm and they tried to disregard her 

I had morning shift, so I'd get there around 7:00 am every workday which was wednesday through sunday. I'd log onto whatever computer in my section was available and I knew wasn't claimed by one of the territorial people who would give me flack for sitting there. At 7:15 sharp I would be cued in to take calls from people, typically there would be about two minutes between calls and each call would take close to five minutes where I would have to service a customer by building repor, quickly resolve whatever issue they had, and follow all company guidelines listed in an online search program that could change at any time without notice. About once a week a customer would call in needing information older than six months, but for two months straight the program I needed would not allow me access in their systems so I had to call on one of the support techs to assist me. This had been brought up to management several times but everyday it would not allow me access. My co-workers were decent to be around and share snippets of conversation with between calls. If not for them the job would have been absolutely unbearable.
The hardest part of the job was following every guideline in the randomly changing search program and was ultimately what led to my termination. I'm an intelligent person, but the company wanted us to look up the simplest tasks every time on every call just so we knew how to do it. If you've ever been an impatient person waiting for something simple to be done financially with your account then you know you don't want to sit around waiting for someone to read a page of information they've already read twenty times that same day just so they can click on a screen three times and be done. 
I'd say the most enjoyable part of the job was the rare occasion when the calls would slow down and suddenly there was ten minutes between calls. You could peruse information at your leisure, converse with your co-workers, and using the microsoft office program everyone had send, e-mails to co-workers in other departments. I rated this job rather low because it tends to burn through employees rather quick, as any call center does. It will teach you everything you ever need to know about credit cards though.

I worked here during the Annual Enrollment period for 3 years. The AEP season is a great opportunity to make money. If you know medicare/health insurance/ and are capable of learning call center systems you could really enjoy this job and make some serious cash fast!. If you would want to be kept on as a  full time employee after AEP its actually quite simple- work your schedule,  get sales,  stay complient keep complaining to a minimum. Be easy going. 

My complaints with this company really start after the AEP season. When youre chosen to stay on, typically your rate will decrease immensely.   Call volume decreases, overtime usually ends (understandably)., and  there are little to no bonuses for SEP sales. What little bonuses  are offered, typically seem unachievable. Management  puts so many stipulations in place its next to impossible to ever see an extra dime on your paycheck. And they love pointing out to the entire team why everyone is not getting that bonus money. 

Scheduling use to be a huge perk to workimg here. My first season on they were extremely flexible with scheduling. As long as you were up front about what was possible for you,  theyd work with you the best they could. (During AEP you gotta be ready to work a lot. Minimum of 40) . Now (as of end of AEP 2021) there are 2 shift possibilities. 10:00-6:30 and 11:30-8:00. Very undoable for some - especially those with children. Those shifts only really work well for single people with no children. The company claims to be a family oriented, christian origanization, but when push comes to shove they only care about $$. 

Lastly all of these things can and will effect every employee sure, however, these complaints are terribly unmanageable for you and your success with the company if management doesnt like you. My first year I had little to no interaction with the head supervisor yet when I did correspond with her I could tell she didnt like me, had no interest in knowingme, an I had no idea (still) why. The people she liked were always happy. The people she didnt were always unhappy and there was no rhyme or reason to it. I would say this plays a huge role in the high turnover rate. 


I enjoy going to work everyday. Just having a job period makes me happy. Being able to find employment with someone who was able to pay more than minimum wage was a blessing.

The job they ask you to start with is working in telesales. They are not outbound calls, they are all inbound. There was another review saying that they purposely misdirected calls to us so we could pitch and try to make sales, and yes, that is true. However, some of your sales come from those misdirects. 80% of all of your calls will be misdirected calls. They provide you with training and pay you for it. The incentives are great and there are opportunities to make money while you are at work. Whether it be a game that your team is playing or what have you.

Management is awesome. I have never had a problem with anyone there. As long as you provide respect, you will get it in return.

The people that you work with are great people and you learn to not judge others based on either looks or otherwise. You become friends with people you don't think you would be friends with in a million years.

The hardest part of the job is selling to someone who just wants to pay their bill. The most enjoyable is helping those people get right fitted for what will work for them.

Most people wonder about benefits too and the benefits are ok. The dental coverage is awesome, depending on what you want your coverage to be. The insurance for dental pays for 80% of anything not major. Everything that is major, they pay half. The vision is about $5 for the best vision coverage they offer.

With this job, I have learned that it is possible to learn new things and it is possible to retain a lot of information even when you think you have a bad memory. There are even people there who are in their 50's and 60's working there. If they can do it, you certainly can.

CP wants customers to have a world class customer service experience as well as making sure that you are good at what you do. Everyone there is willing to help you learn and grow as a sales person. They encourage you to talk to your supervisor if you have a problem or really need help with something and I have become more outgoing because of that.

Great place to work, no complaints here!

I worked for this company for over 2 years. During that time the only thing worth coming to work for was my co-workers. Management was horrible and completely detached from entry level workers. They were extremely egotistical, and socialized only with each other. Pay remained fixed at 9.50 an hour, barely enough to live on. Benefits are overpriced and a joke (supplemental health care? really?). Some employees and management were clearly inebriated at work, and some were known convicted felons. Members of management were caught engaging in sexual acts in the parking lot with no visible negative impact on their work life. Favoritism runs rampant, based entirely on personal relationships, not job performance. People were allowed to miss huge amounts of work without any risk to their job, while others would be released for much lesser offences. Employees would openly discuss how much they hated the workplace, and no moves were made to stop them. Advancement was extremely rare and seemed almost random with selection. The rare incentive programs would favor only certain departments, completely excluding the majority of the employment force, and if you won any prize, taxes were deducted from pay, causing you to lose money on an already dismal check. Parking was horrible, and cars were often broken into. Non-smokers were forced to walk right by the always populated smoking area to get to their cars. Workplace drama was always a factor, gossip and rumors started about anyone and everyone, and personal relationships were a huge impact on the environment (i.e. everyone was sleeping with each other, which often caused conflicts.) Human Resources was more concerned about how to get rid of employees rather than focus on retention. And as a completely client based company, you could lose your job at any time if businesses move their telecommunications to an internal location (which happens often)

I have nothing good to say about this company. It is a horrible place to work. The only positive, if any, was the response time of 9-1-1 if they were ever called, because EMT, Fire departments, and police all frequent Center Partners enough to know where it is.

My journey with Qualfon was not typical, and there are a lot of good things about the company, probably more good than bad, but the bad have more weight than the good.  
Qualfon is a great place to develop skills and grow as a person, but in the end it is resume padding. About 50% of the team leads are extremely supportive and encouraging, sadly there is nothing done to discourage being absent and disengaged as a leader. The management directly above the leaders is very encouraging and friendly, and most of the time the agents don't see how much is done for them. Once you get to ranks above operations manager things change drastically in many cases. I represented many sites, and even more clients, I can say there were only 2 site directors I truly felt embodied the STRIDES that is supposed to be the core of the company values. There is a lot of manipulation and outright lying at the top to keep people in certain positions, while ignoring the theory of total vocation they pay lip service to. The opportunities for advancement are few and far between, no matter your position, it is a little less than 1% of employees who last more than 90 days move above the agent level. Qulfon truly represents the ideology that hiring budgets are greater than promotion budgets, because an outside hire for anything above agent WILL make more than a promoted or transferred person for the same position (repping the same client).
There are aspects of the company that do exactly as advertised, the care coaches and missions office really do work to improve life and culture for the employees and the community.
If you are down for moderate stress, slightly below average pay, and consistent change, there really are worse places out there, and you can get a lot of things to grow your value for a different work space. Decent job, not a career location though.

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