I Am QA. I Am Tired.
April 7, 2007
Its a holiday and I'm working. I worked yesterday and will be working through Monday. (I'm hoarding the holiday pay, if it isn't obvious.) I've clocked in 6 hours of overtime for this pay period so far. For the first time since I became QA, I'm swamped with work, and in this blog, I'm going to gripe big time. I promise you, its going to be boring. I have just finished scrubbing my share of the agents' CSAT (customer satisfaction) data for March. (Scrubbing means cleaning it up, obviously without the use of brushes, Zonrox, muriatic acid, and what-have-yous.) There are almost two thousand lines of data that we need to painstakingly go through. I've been at it since 5PM and its now past midnight. I am cross-eyed and disoriented from staring at Excel for too long. We have a new call list this week, meaning I have new agents to rate. I used to have 15 agents under my bucket, and at 6 evaluations per month, that's already quite a stretch. Now I have 25 agents. 25! I haven't even started on a single one because that there are supposedly more pressing matters to attend to. I take one look at my list, and I want to weep. On the bright side, I am finally free of a certain agent who has been the bane of my entire QA existence. Don't get me wrong. I love my agents. I cut them some slack as much as I can. But this woman is just impossible. She's older than everybody else, which is probably why she's so difficult. She has the lousiest communication skills and her grammar is just off. She starts out all sweet and syrupy, then suddenly becomes rude and sarcastic. She doesn't comply with the standard spiels and has the worst analogies possible. And her voice, well, don't even get me started on her voice. For 3 months, I suffered with her on my list. And for 3 months, she hasn't passed a single evaluation. Not one. She's that bad, and I'm so glad I don't have put up with her any longer. I'm currently on the night shift, validating the agents' upsells real-time. Its boring work. All we do is sit around and wait for the agents to call us. I would have liked to use the time to squeeze in some evaluations but it totally sucks when you get interrupted every so often to listen to agents reading a script for "compliance and auditing reasons". I swear, I can recite the whole spiel in my sleep. If we miss the upsell calls, then we have to search high and low for the recordings and validate those. God forbid that we don't find those recordings because if the agents are whiny, their Team Leads are whinier. Oh, how I long for the days of old when we QAs picked our schedules and spent our hours sleeping, malling, and generally doing nothing. Yes, some good things just never last.
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