Abstract
This research aimed to analyze the perception of Call Center operators of an E-Commerce company in the municipality of Três Rios/RJ about what is Quality of Life at Work (QLW), as well as what are the beneficial and harmful aspects of this kind of work. This is an exploratory qualitative approach research, where the case study technique was used with the application of structured interviews using a sample of ten workers. After collecting the data, it was possible to verify that the main perceptions about Quality of Life at Work (QLW) are linked to recognition and satisfaction in the work environment. In practice, beneficial factors such as constant learning, good interpersonal relationships and work infrastructure prevail. However, there is the prevalence of harmful aspects such as the high workload on Saturdays and the lack of better tools for carrying out activities. In addition, it was also found that two employees acquired stress, insomnia, eating disorders and anxiety due to customer complaints and high charges for goals.
Highlights
The Quality of Life at Work (QLW) has become nowadays a theme of study of several authors
Through the survey conducted with ten employees of the Call Center sector in the E-Commerce company located in the municipality of Três Rios/RJ, it was possible to find that of the workers interviewed seven are women and three are men, i.e., a female preponderance in the sector is perceived
This fact evidenced in this research is not an isolated case of the company under study, since authors such as Ziliotto and Oliveira (2014) point out that women are predominant in the Call Center sector
Summary
The Quality of Life at Work (QLW) has become nowadays a theme of study of several authors. For Scolari, Costa and Mazzilli (2009), this is due to the fact that the perception related to Taylor's ideas remains to this day in the workplace, where employees are often treated merely as productive resources. In this way, Taylorist methods have a direct impact on the physical and emotional health of the worker, since with the introduction of Scientific Administration, new physiological needs have arisen that were hitherto unknown and were imposed by the accelerated pace, times and goals. The tasks contribute to impacting the quality of work life of people inserted in such a sector, because there are several ways to control the performance of employees for a better result. Most customers make calls to make complaints, which enhances the possibility of the emergence of occupational diseases among the professionals who make the service
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