Pros
Only pros is the experience and wfh.
Cons
Only pros is the experience and wfh. Insurance sucks, the work if unfairly divided since the recent buyout. You will be underpaid, poorly micro managed, discouraged for trying to take a few mins between calls, the metrics are heavily pushed and enforced to the point that if they don't like you're numbers, they put you on a improvement plan which is their way of saying they'll fire you. They expect boh quality and quantity but the longer you take on calls, the more it hurts your metrics. You can be IT help desk one day but then you'll be forced to take customer service calls from a different team if they're short staffed. Leadership and management do not care about their analyst at all and will do anything and everything their clients request of them regardless of how it impacts the analysts that are taking the interactions. Stop prioritizing metrics over quality and learn how treat your employees fairly.