Pros
Ample work from home opportunities. The happiest people seem to be federal or state retirees who use this gig as disposable income.
Cons
A recent exodus of good and decent people left a gaping hole that I think won't ever be fixed. Now, it seems some contract managers have committed to aggressive micromanaging with absolutely zero regard for someone's case load in a laughable attempt to future proof or defend from any "customer" scrutiny they likely put into motion in the first place. Cat's outta the bag -- ya'll are a mess. Training is a mix of animated "just do the right thing" videos and years-old training recordings that usually have several people talking over each other. They force you to put your name on documents that get gutted and then are passed around or shown to others (even external parties) without including who edited what or when. Get told one thing, then told to do another thing. Little guidance on many issues. You're not allowed to critically think anymore unless you get told to do so by a manager. Punch those keys, robot, even if it means wasting contract time! Depending on the contract, managers are like one big clique, and will desperately try every form of mental gymnastics or straight up practice cognitive dissonance when they get into a pickle. They love politics when people need leaders. Some of them have no business managing more people than themselves. Morale is frighteningly low. Bonuses are a joke.