I have worked for Discover for a decade. The quality listenings performed on our calls are an absolute joke. The quality department is ridiculous and manipulative. Your words are manipulated to fit their interpretation of what you “meant” by the words you used. This is all to fit their agenda of robbing you out of incentive money that you literally bust your butt for. (Discover believes that humans are now robots with zero tolerance policy for human error) These unreasonable quality listenings costs you your incentive up to $1k + per month. These shady listenings also hurt your performance evaluations, raises and, image within the company. Discover management has completely lost touch with lower level employees. Upper management should be ashamed to brag about the billions that we make them quarterly and to have the advertising commercials that you see on TV. The culture at Discover is nothing like the commercials. In fact if they did a real life commercial it would be quite depressing. The true culture at discover is threats. They use the “your replaceable” attitude and phrase and it’s the most prevalent way that you are coached also it’s clear in interactions with all levels of management. We are required to remember hundreds of different specific and detailed scenarios from memory and have minimal to no support from coaches or TL’s because there are only a few left in the entire department. The amount of specific detailed information that is required to be memorize is beyond unreasonable but again any human mistakes and your income will be impacted. Huddles , trainings, and critical updates to your job are canceled so your lost on the new info and get hit with quality due to the human factor. Because all the employees are quitting the call volumes are high and that’s the excuse to not train us properly. DPL works way too many weekends and if you can’t work your weekend shift and take sick time or un excused PTO you are punished heavily by having to work the next few weekends in a row. It’s the punish mentality
