customer service representative

software engineer

quality assurance analyst

Qurate Retail Group

Supervisors will not help you if you are dealing with a difficult situation. “You’re empowered to handle the call” is all they will say. Pay is too low for all that you’re required to do. Customers are awful and entitled. There’s no work/life balance because your time off will never be approved. There’s also no job security because if you aren’t staying within a 2 min. Or less talk time or you get out of adherence which is super easy to do, they will fire you! Not because you’re bad at your job, just because! I was told to be nice, but don’t say anything that the customer could really respond too because we don’t want them talking about anything outside the original issue. Sooo I’m supposed to create a relationship with these people but I can’t act too much like I care because then they will want to interact longer? Okay.  Also super high turnover, quick burnout, you will be spied on the entire time you’re working. Randoms will send you private messages in teams asking you to clarify what you were just typing out in a group chat with your team. Why.. are you stalking my private messages? In real time at that. If you’re dealing with any mental health issues or have kids or a parents or a sick relative or anything like that DONT BOTHER. When life happens they aren’t going to care and you will be punished for making them miss out on more money. Speaking of, this whole company is so morally bankrupt. 40% of the calls I took were seniors on fixed income that had massive amounts of debt to this company. Between $300-2000 EACH MONTH in east pay installments. These people have a serious mental health need that isn’t being addressed. They are maxing out cards so quickly trying to get as much as they can before it sells out and then calling in stressed and scared because they can’t afford their bills. But the company doesn’t care about that. They care that YOU ARENT GETTING ENOUGH UPSELLS. Sure that person is on a fixed income but go ahead and keep asking them if they wanna pay for more things they don’t need. Honestly if you value your mental health and seeing your family then just don’t bother with this job. 

Training takes place for 6 weeks, 5 of those with trainers and 1 being with onboarding. You get conflicting answers between the two and it can be confusing. 
They micromanage you to the extent of not wanting to continue. Within 3 weeks we had lost half of the team we started with because there was so much information but not enough support. We were thrown on calls on week 3 and most of us were not ready- hence why so many people left. After a week of being with qvc after training the micromanaging became too much along with the constant stress of the company and customers. 
You get yelled at for about 75% of your day by customers who don’t even have an email address. 
You need to be focused completely on phone call times, customers, team meetings, and yet still have time to attend to quality checks. 
Everything not on the schedule (quality checks/meetings/coachings) take you out of adherence which means you need to take more time off of calls to report why you were out of adherence. 
There’s people who listen in on your calls and grade you- each will tell you conflicting information on what’s “correct”.
Constant issues with technical difficulties from the ordering screens, name pop-ups, usb connections, and the companies own websites. It’s incredibly frustrating and qvc does not pay for this even if it’s out of your hands. 

There’s no one to talk to directly regarding anything. If you need something you have to “ask your supervisor”. This only goes so far. 
Schedule change? Only offered quarterly and you have to big for it. It’s incredibly inconvenient especially if you’re a student in school or a parent or anyone in an emergency situation. 
Technical difficulties? Call tech support. 
Pay issues? Sorry we can’t help but you can use your pto you don’t-have. 

Well I actually was excited when I first got this job. The fact that I could work at home seemed to be a great feature. The training was easy, however so many things were not taught during training, in fact were never even mentioned. I worked hard. All my customers were satisfied and that's always what I have thought about customer service. However, when it comes to Qurate (HSN) all they care about is numbers. Their system is slow and many calls require you to do multiple tasks (sometimes up to 7 or more) and yet no matter what the customer needs they expect you to get everything done accurately in less than 3 minutes. Even when a customer asks to speak to a supervisor and there is a 5 min plus wait, you are docked for that time as well. I had multiple compliments from customers and did everything to service them and leave them satisfied. Yet today I was fired for not "meeting their call time expectations" I was 41 seconds below. I would have been there one year next wk. I feel used and their customers should too. They are only a number to them. Call expectations was never even mentioned thru out the training and I was never even allowed time off phone to further my training or find answers to my questions for things that I was never taught during training. Manager never did anything but insult me and although I had very high sales that was never even acknowledged. Trust me this place cares nothing about their employees (lower employees) and you are literally just a number to them. Easy in and easy out. I guess I should have known when I realized they literally have training classes year round. I was the second to the last to go out of my training group. It's obvious to me now why their retention rates are probably the worst I have seen at any job I have ever had. 

The company only cares about having people answering phones and keeping your call time at 2 minutes. That time is not realistic for the calls that come in. The company is moving in a way that will cut out their oldest and most devoted customers. They are pushing for the customers to do everything through the website or app, but a huge number of customers cant even operate their smartphone for anything other than making and receiving calls. There were so many complaints about CS hanging up on them and I think thats how a lot of the reps were keeping their call time down. 
I'm disabled. I was told that they would work with me when it came to missing time for doctor visits or anything that came up. I had the flu, covid (light case), and 2 hospital stays. They use a point system for absenteeism and when I ran out of points during a hospital stay I was let go. 
The supervisors are so busy that you can't reach them when needed. The one I had seemed more concerned with being politically correct to the point it was ridiculous. He couldn't care less about you or anything that you wanted to achieve. All he ever talked about was avg calls times and making sure you were logged in as much as possible. He even brought up keeping personal breaks (bathroom, stretching, etc) that were in addition to the two 15 minute breaks to a minimum. 
The company may have been a great company to work for before, and I believe it was, but the new direction they are trying to take it is going to cause the customers and employees to suffer.

Been here almost 3 years...I can honestly say I am only here still due to the paycheck nothing more. When I first started I thought it was a fantastic job and now I dread it. Metrics are so out of reach its ridiculous, I find myself stressing more over that then the disgruntled customers that call in. You really can't blame the customers who call in yelling at you because they are frustrated due to wrong items being sent to them,  receiving someone elses order entirely,  items being refunded when they were meant to be exchanged, etc etc.. this angry customer now will either yell or just vent to you for 20+ mins which will impact your call time especially when these issues happen all the time. Now you are facing going over the allowed monthly handle time which could result in a corrective action and let's not forget QA that listens to your calls and if you also grade you and I am here to say they will analyze every single word you say and you can very easily fail that as well. Last but not least is their upsells..if you don't sell at least 2 items a month you will also face a corrective action. So every month you have 3 things you have to worry about going against you.. your call time has to stay under the monthly average of like 3 mins, their quality evaluations they do multiple times a month and selling at least 2 items a month. You are probably thinking selling 2 items a month doesn't sound hard, well it is when 80% of your calls a month are not calls to place orders but angry customers who are fed up with the company. 

I took this position excited for earning potential and working from home, but am a bit put off by the lack of support and encouragement from the "team" I am assigned to when I am trying to work hard, learn the ropes and do a good job.  Instead of any positive feedback when you take call after call during the day (except for when you get an "upsell"), there are irate messages from the "supervisors" about "transferring" to customer service if you can't assist a customer with an order or an upset customer about something you had nothing to do with, which is what we were told to do in training, or are dealing with rude people calling who we are not qualified as new employees to deal with.  

I think there should be more one on one with supervisors or team leaders for new employees, instead of just throwing us to the wolves and dealing with upset, sometimes irate callers on a regular basis with no support or feedback.  We have not been on the job long enough to have the knowledge on how to handle these calls and were NOT hired for customer service, but ORDER ENTRY and and placing orders.

I am on the fence about this being a long term position, which is what I had hoped when I completed training so will give it a bit more time but if it continues like it is, not looking too promising.  While I like working from home, it is isolating at times and an unsupportive, cliquish "team chat room" is not so encouraging. 

Qurate has been one of the best employers I have worked for so far. The job isn't too difficult and I am grateful that it is a remote position so I am able to work from home. Management is understanding and will work with you when you have a problem or need time off.

The employees and supervisors have been friendly, although a little vague sometimes in their responses and explanations of things. The training could have been better overall. I have had to learn a lot along the way but I am still enjoying the job most of the time. 

The worst part is dealing with system/technical issues and not having an automated response that plays when customers call in and the system is down (imagine non-stop back to back calls of trying to explain that the system is down and no one can place an order...). 

Things change somewhat often and many times you aren't updated on the new process or have time to prep for it, so that can be a bit difficult. However, there are resources provided to help you when you're unsure of something.

Overall I am happy with the job, and I would recommend it if you are looking for something that is remote and/or short term. I think the pay could be better, but Qurate offers employee discounts on their products so that is a major plus!

What is the best part of working at the company?
It’s not a bad job but a lot of control in your pto and very strict time keeping. No wiggle room for mistakes. Very independent as long as you follow company policy. Their customer are untitled and the only thing that matters bottom line. Keep notes make sure you keep record of incidents and you will survive. Be prepared for bullying and abuse from some of the customers. It’s not a bad job but it is customer service at an extreme. Also they expect your calls to be done in under 2 mins when customers call with no information to escalate the call they will let you go but give you time of 8 mnths to get a groove. Just not realistic unless you are not fully giving customers full customer and ending call before resolutions. 

What is the most stressful part about working at the company?
Timing of handling customers who call with no information and expect you to figure out their orders and can’t answer any questions about what they are calling for and you have to figure it out within 2 mins and be off the call 

What is the work environment and culture like at the company?
Depending on your training group you would interact more with your training group the. With your group that you are supervised under 

What is a typical day like for you at the company?
Very popular items very busy in sept through December but this is my first year so I haven’t worked past jan yet

Absolutely AWFUL, it started off okay other than having a very petty and snappy trainer. The calls were sort of at a stand still until Christmas came along and then the insanity truly hit with hateful customers and them degrading you with awful words. You were supposed to give them "warnings" and not hang up unless they "did it again", of course they're going to do it again being upset and they were too angry to let you defuse the situation. I was denied holiday time off and was told "oh well, next time schedule A YEAR in advance" by my own supervisor who very well knew that I hadn't even been there that long and had been promoting before to put in holiday time. Then I decide to switch to Flex 24, where it was labeled as part time- not "expendable need", Basically refusing to give me hours during the week when my co-workers would agree it was BUSY all through out the week, but oh no, scheduling said otherwise and would try to force you into 12 hour shifts in the weekends which are the worst days out of the week.  Supervisors barely respond to you due to being in "meetings" all the time and or would just flat out ignore your messages if you attempted to seek assistance from one other than your main supervisor. Overall I don't recommend this job unless you enjoy having a struggle.

What is the best part of working at the company?
Work from home capability, decent pay 

What is the most stressful part about working at the company?
They monitor all of your calls and clicks like Big Brother, watching your every move and critiquing you when you do something wrong, but also not giving you enough training or tools to succeed before you’re expected to be perfect. Barely even enough time to take a bathroom break between calls as a customer service rep. And there’s no manager or anyone to refer customers to when they’re angry about a problem you can’t fix, which is pretty much all the time, so you spend your entire shift getting berated about things you can do nothing about with no recourse for the verbal abuse you endure. The worst job I’ve ever had; worked for six weeks and then quit.

What is the work environment and culture like at the company?
Stringent, unforgiving, unsupportive 

What is a typical day like for you at the company?
Verbal abuse constantly from customers, hardly enough time for bathroom breaks between calls. You’re told to kick customers off the phone basically if their problem is taking too long so that you can answer other calls.

Top Job Titles	Average Salary
Customer service representative 3 salaries reported	$15.67 per hour
Software engineer 3 salaries reported	$84,667 per year
Quality assurance analyst 1 salary reported	$23.00 per hour

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