What do you think of these answers from the Hiring Managers to my questions?

What are the metrics/volume that a person handles in this role?
Supervisor: There are no metrics. We don't count. We care more about quality.

How do you split the work among different people in the team?
Supervisor: We don't split it. There's an inbox and people just grab what's coming in. We do have trackers. Me: I just asked to see how performance is assessed.

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Posting as :
works at
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Huh? Quality still needs to be measured. And the second one also lacks clear metrics if they have trackers.
Were they trying to brush you off? Regardless, not very professional of them, to put it mildly.

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Exactly. Quality needs to be defined. I could have asked for their definition of it but I could sense the Manager was a bit uncomfortable and I do wonder if my questions tanked me.

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Honestly those answers wouldn’t necessarily worry me. I’ve worked with teams where quality genuinely mattered more than volume, and work was assigned from a shared queue instead of strict ownership. I’d probably follow up with something like, “How do top performers distinguish themselves on the team?” That usually should get you what you’re looking for.

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Sure, who doesn't like quality but how do you assess if something is of quality. As management, how do you even know if processes need to be improved on or become more efficient. If they said they were hiring two people, how do they know they need that?

I find this very confusing that there are no metrics or that tickets are grabbed as a free for all? If they were brushing you off, it sounds like they did you a favor because if they are dismissive in an interview, that’s a sign of things to come in the position. Good luck in your search!

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This actually sounds very familiar to a position I just left. I actually do appreciate companies that take quality over quantity. If it's a very small company I'm not surprised by these answers. But, be sure to ask any clarifying questions that you feel are important to you. Good luck🙏🏻

As for me I'd find quality as being sure that the client is satisfied and not felt rushed in the process of troubleshooting. But that's how I would view it. I intentionally didn't get into management, I prefer the tech side

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