I've always liked watching Sponge Bob Square Pants, not because the humor is grotesquely suitable for adults instead of children, but because there is one character there that truly catches my attention. Patrick Star. Uncommon to those who don't watch (which I doubt), Patrick is a pink starfish clad in green board shorts and lives comfortably under a rock beside Sponge Bob's pineapple apartment. He rarely says much but if he does, it is sure to crack you up.

"The inner machinations of my mind are an enigma." Patrick once said while he thought of a milk carton tipping over. Whenever he gives Sponge Bob some advice, the words are either meaningless, or he gurgles them out in a way no one can possibly understand. He lives a simple life of eating ice cream, and chasing jelly fish and still I can't help but admire the simpleness in his actions.

Wonder how most of the time we get all cranky and snotty like Squid ward, or how money crazed like Mr. Crab? I guess in this world there are very few people who act like Patrick and if they do, we see them as funny, dumb individuals who know nothing. We laugh at them, criticize them for their slowness, or ignore them with a distance. In grade school before, I had a classmate who was autistic and very few of my school mates paid attention to him. In fact no one ever spoke to him, in fear of being ostracized or simply because they thought he was weird. I was asked to sit beside him in class before and when he talked to me, I realized there was no harm talking to him, despite my friends hating me for doing so.

I found out he was shy. Only because he knew people thought of him as a special kid. He may stumble a little when he spoke but I learned that his autism was not something to be feared about. In fact he was very skilled in Math and uncannily hoping for friends too despite his state. I never heard much about him after high school, but found out soon that he graduated zumma cum laude at his college and is now a successful businessman. What most of us took for granted was even if he was a little slow when it comes to socializing or expressing himself verbally, he was focused on getting things done, and he did.

There was an episode in Sponge Bob where Patrick willingly offered to share his "rock" for an over night stay. Patrick snored, and a had a puddle of saliva over his mouth that Sponge Bob had to cover his mouth with a cork with. I laughed really hard watching that. Patrick didn't know Sandy was a girl..and he said that he can't see his forehead. He once asked if mayonnaise is an instrument, and he asked if anyone saw his underwear when he is actually wearing it. Despite his funny antics, and desperate attempts to be smarter than anyone else, you can't help but think that despite all that Patrick had so much more to offer.

He cried when Sponge Bob decided to leave and live with the starfish, and he played a good friend when Sponge Bob was doing his boating school driving lessons. He takes positivity in all things, and do not nurture any worries as long as he can do what he likes and have fun.

And may of us are less like that. I suppose we all can't just live under rocks, or wear shorts to work. But I realized that it pays a little to be Patrick Star driven once and awhile. When my autistic classmate recognized a friend in me, that was all he needed. He pursued what he wanted and glorified in it. It is rewarding to work hard at the Krusty Crab like Sponge Bob, earn money like Mr Crab, be devious as Plankton, aspiring as Sandy, or even selfish like Squid Ward. But we shouldn't underestimate the fact that being carefree and silly like Patrick is what makes every inch of our lives worthwhile.

I cannot forget one quote that Patrick said "When in doubt, pinky out!" Even if he does crack me up, I can't help but understand that behind his words is the real meaning of living it up. That even if people see you as dumb and pathetic sometimes, being content with who you are and not focusing on yourself too much will still make you happy. Being a friend and understanding loyalty does not require a brain bigger than anyone else. It just takes a heart like Patricks' and the positive attitude that can make you a better person.

We do the evaluations, we do the calibrations, meet our daily goals, submit our reports, join endless meetings, coach agents who go a little hayward with their calls, and so much more that is not specifically indicated in our work load.

Yes we are Quality Analysts. And we are more than just enemies at the operations floor.

A friend once raised her eyebrows at me and asked why I decided to apply internally for this position. And until now I can only raise my eyebrows back and wonder myself for the right answer. Being in the call center industry for almost 8 years now, I am still stuck with the correct response on to why I did. Maybe that's why we analyze so much. She said that being in quality is a dead end, and right now I realized that I beg to differ.

Ever wonder why when you see your Quality Analyst at the floor they seem so distant? Well for one thing they are not thinking of the zero you just got, but how the hell they would be able to explain it further to the client. You think for some reason they are petiks and spend way too much time loafing around instead of working. Well I guess that is one of the fringe benefits of being in the support group, you get to manage your time. But what you don't know is, when you are consciously waiting for the time for you to log out..we're actually dreading it. Because at the end of the day, every bit of report should be delivered conscientiously and without mistake..after all..we're not quality for nothing. (And yes..over time is a way different thing as well.)

You hate your QAs because you think they act as if they know everything. Well for one thing, they weren't promoted if they didn't. As for external hires, you have to sit down and get to know your QA, because you wouldn't know just how much experience she has in the field. We act as if we know everything because we are simply expected to be like that, and not to burst your bubble, we don't exactly take enjoyment in seeing failing scores. Because if you dread a zero and being reprimanded by your Team Leaders, how would you face a group of angry clients who need a score that meets their demand? And if you jump joyously because of a 100% score, or a good ECVOC?CSAT survey, we also frolick in the happiness...believe me..(and sadly without the sodexhos as you guys get to receive).

A fellow QA once heard a few agents inside the rest room talking about how pathetic she is, and how dumb she really was. She stayed inside the cubicle forever until they left. And honestly she cried about it. The agents were pleasant to her at the floor, but outside they talk and laugh about her. I guess it was unprofessional, but you can't prevent people from giving their insights. It's just sad that this kind of reputation continues to be placed on top of our heads, when all in all we are just doing our jobs.

I continued to be oblivious about all the talking and ranting. But when I was a Quality Analyst for a company where I was able to work closely with the agents, I felt as if this job was really meant for me. Of course it is still inevitable that I hear people talk about me behind my back, but I guess what they talk about is what I do and not who I am. Some of the agents are even my closest friends, and I am grateful that there are people who would know the limit between being chums and being professional.

I know most of you call center agents hate your Quality Analysts, hell I hated mine when I was an agent! It just takes more than just scores to furnish a relationship between your QA and you. They are not enemies, they can be your friends if you spare enough time to get to know them. We do not see you as merely numbers, but we see you as people who strive to deliver their calls well. After all for me, a call is just a call, it's the agent that makes it worthwhile to listen to.

I guess I'll be enjoying this job for a long time. With every responsibility, you learn that you just cannot please everybody. I know that recognition can sometimes be bleak, and how other support groups undermine us, I know it's all worth it still. If my friend would ask me again now why I chose this job..well I guess it's because it comes with just about every bit of challenge that I need.

Yes..hate us..love us..appreciate us..swear in heaven's name why we are there..
We are Quality Analysts..we're only human. And we're here to stay for good.