Devoted to the call center industry, the agents on the phones, and their managers

After I began working in call centers, I gained great respect for the importance of quality assurance.  But first I had to get past the uncertain performance of my first QA teams.

Don't get me wrong. Our Quality Assurance people were some of our nicest employees. The kind of people who were probably cheerleaders in high school. At first, they monitored calls, then that job was assigned to supervisors. After that, I wasn't always sure what they did. Sometimes they didn't appear to be working, but most of the time, when they did, they were decorating bulletin boards of statistics. Later they were all laid off.

I learned something from that. People who spend their time decorating bulletin boards are some of the first people to lose heir job. If someone offers you a promotion, ask them first, "Does it involve bulletin boards?"