Role feels like a BPO with poor communication and lack of transparency - Customer Support L1 Agent Simple Employee Review

I work as a Customer Support L1 and the experience closely resembled that of a BPO, despite the expectations set during the hiring process. One of the most concerning issues is the lack of clarity around our employment status. We were informed in an all hands call that we are contractors with no employee benefits — a complete surprise to many of us who were working fixed schedules, following internal processes, and operating like full-time employees. What made things more confusing was a slack post referring to us as "employees" in the context of employee welfare and support, contradicting what we were previously told. Everything is very confusing. It's disheartening to learn about your employment classification after you've already started the role — especially when this wasn't mentioned during the interviews or in the job description. The criteria for QA mark-downs and auto-fails feel excessive, with points deducted for very minor issues. QA mark-downs are often introduced without informing the team, leading to confusion and a sense that management is setting the team up to fail. This lack of clarity, transparency and communication creates a lot of anxiety and impacts morale across the team.