NEW HIRE TRAINING AGREEMENT

_______________________________________________________, of legal age, with residence address

(Employee Name)

(Complete Address)
hereby declares that the following training terms and conditions were discussed to him/her by his/her supervisor and that he/she
completely, clearly and fully understands and agrees to abide by them including the possible consequences as a result of the
evaluation of his/her performance throughout the training period Sitel Group® has extended in relation to his/her employment
as _________________________________.
(Position)

There are specific and defined parameters that the Trainee must achieve as a condition for continuance of training. Said

Training Policy and the passing mark requirement for each were fully discussed with him/her by his/her supervisor (trainer) and
Trainee finds the same to be specific, measurable, attainable, realistic, and time-bound.

Below are the training phases covered in this Training Agreement:

o ICS Training duration is 4 days

o Process Training duration is 3 weeks
o Nesting duration is 2 weeks

1. Assessments:

Trainee needs to pass all the tollgates listed below in order to get endorsed to Operations.

In the event Trainee fails the required percentage for the Skills Assessment, he or she will undergo a Real time coaching on the
missed topics and will be given another round of the skills assessment. Failure meeting the Retake after coaching and review with
the Trainer. The agent will receive a memo as a warning for failing the skills assessment. That will progress to termination by the
end of Nesting.

Skills assessment conducted by QA every Friday of the PST weeks.

Skills Assessment Score

Cancel at least 85%

Cancel/Change at least 85%
Cancel/Change/Billing and Refunds at least 85%

Failure meeting the Nesting Tollgates, will be endorsed as TFO due to Performance Issue.

2 QA evaluations per week, using the BEAR form audit, focused on the 8 Attributes:
o Acknowledges Needs, Validates Reason for Conversation, Shows Empathy
o Is Consultative: Assesses the Situation and Offers Appropriate Solutions in a Positive Manner
o Provides Accurate and Complete Information Throughout the Interaction
o Follows Through on Set Expectations
o Processes Transaction Accurately
o Communicates All Relevant disclosures, fare rules, and Fees
o Followed security verification protocols (Auto fail for No Verification and under Verification, Coaching for
Over verification)
o Was compliant with Zero Tolerance Policies (1st instance is an auto fail)
 Total of 4 evaluations for the entire 2 weeks Nesting period
The trainee needs to pass 3 out of 4 QA evaluations with 85% score for each evaluation
Trainees are subject to deliberation with Training and Operations should a need for extension be warranted due to
reasons stated, but not limited to:
o Tools issue
o Positive trend of QA scores
o Trainer and OPS recommendation

Skills Assessment Score

Nesting Certification (QA BEAR Audits) 3 out of 4 QA Evaluations

Conditional Nesting Extension: Conditional Passers Tollgate

Trainees have failed 2 out of 4 evaluations but with a positive trend on their scores
o Trainees will be extended for 1 additional week with 2 more QA evaluations
o Trainees are expected to pass both QA evaluation
o Failure to pass 1 evaluation will result to removal from the program
Conditional Nesting Extension is granted upon the approval of the Nesting Trainer, Nesting TL, and Managers

Skills Assessment Score

Additional QA BEAR Audits 2 out of 2 QA Evaluations

Extended Nesting Condition

Trainees who failed to complete the number of Nesting days due to Medical Reasons, Death, or any similar scenario
Extended Nesting is granted upon the approval of the Training Manager/s, clearance from OPS and OMD

Zero Tolerance Policy (ZTP)

Trainees who incur 1 instance of ZTP will result to removal from the program as signed under the Expedia Zero Policy
Attestation: Updated Help Topic 32978 expedia ZTP and Clean Desk
Clear case of call avoidance such as but not limited to: Not answering the call, Toggling, Releasing the Call, Placing the
call on hold until the customer drops, deliberately disconnecting the machine peripherals to not have an internet
connection and the like
ZTP, when proven, may lead to removal from the program or the company

SECTION 9. Neglect of Duty

 Every employee shall perform his duties and any other work assigned to him with diligence and shall strive to meet the
work standards set by the Company.

Every employee is expected to exercise due care in dealing with company property, interests etc.

B. Work Performance

Violation 1st 2nd 3rd 4th 5th

9B-11 Failure in training standards for the assigned training class
Training shall include but not be limited to any skills training,
technical training, language certification/ assessment, sales
training, product training or certification etc which are
required by either the company, account or by the client as a
prerequisite for the person to perform his or her work duties
and functions
1. For probationary employees T
2. For regular employees FWR T

2. Behavior:

The Trainee is expected to behave properly and with utmost integrity at all times. This covers, but not limited to, behavior towards
the supervisor (trainer), peers, officers and other employees of the company, company guests, vendors or suppliers; Proper
decorum; Demonstration or participation in unethical, indecent, legally unacceptable, fraudulent or prejudicial-to-company,
people and properties; and Non-adherence to company policies and procedures (e.g., use of mobile phone and IT equipment)
and regulatory requirements.

Any disciplinary action on this factor may be ground for termination of training and employment. Please refer to (Code of Conduct
and Discipline) for classification of offenses.

SECTION 6. Professionalism and Performance of Work Functions

All members of the SYKES team are expected to accept work responsibilities, adhere to acceptable business principles
and exhibit a high degree of personal integrity at all times. Each employee is expected to exhibit professionalism in the
performance of all his or her duties and functions.

A. Deviation from standard call or operations procedures

Employees are expected to follow all operations procedures, rules and regulations provided by the account, department, unit
and / or client.

SECTION VIOLATION 1ST 2ND 3RD 4TH 5TH

Any deviation from standard process or procedure provided by the
account, client, unit and/or department without prior authorization from
the proper approving authority.
6A-1 This shall include any rule, regulation or business requirements provided WR FWR T
for in the contract between the company and its client(s) and subsequent
client instructions or directives (e.g. Zero Tolerance Policies, Account
House Rules and Regulations, etc.).
 Allowing gatekeepers/customers to hear open line comments (whether
6A-2 directed to the customer or not) by failing to use the mute button properly WR FWR T
or misusing the mute button.
Committing sales and/or procedural errors, including failure to verify or
incomplete verification.
6A-3 WW WR FWR T
This shall include failure to give rebuttals, unless this is not required by the
account.
1. Sharing passwords, employee credentials/system log ins with another
employee, or posing as another employee WR to T
6A-4 2. Misrepresentation. Pretending to be from another company. Depending on the gravity of the
3. Pitching and/or allowing other agents to pitch/take calls/close sales for offense
another agent, except for valid call escalation
Fraudulent use of customer data, particularly those pertaining to credit
6A-5 T
cards
1. Breach of customer data confidentiality
6A-6 2. Unauthorized disclosure of any customer or client data/ information to T
third parties
Deliberately misusing or not using equipment or systems that have been
6A-7 provided by the company and/ or the client for proper performance of WC WW WR FWR T
work functions and job responsibilities
1. Prolonging the disposition of a call (sitting on screens) without valid
reason.
2. Prolonging call transfer, staying on the call line even after the customer
has disconnected or hung up.
3. Pretending to be engaged in a live call while listening to an answering
machine or not disposing of ghost calls immediately.
6A-8 WC WR FWR T
4. This shall also include any other action whereby the employee pretends
to be engaged in performance of work.
5. Transferring a call without answering or identifying the customer's
concern or verifying what type of assistance is needed by the
customer
6. Not answering a call.
6A-9 Unauthorized or improper disclosure of client product details or process WC WR FWR T

SECTION 7. Dishonesty and Fraud

Integrity is part of Sykes Core values. Each employee is required to uphold the highest standard of ethical and moral
conduct in dealings with the company, clients, co workers, customers or other third parties. Dishonesty and fraud of
all forms shall not be tolerated.

This shall include ensuring that all confidential information is not in any way divulged, released, disclosed or used
without any authorization.

SECTION VIOLATION 1st 2nd 3rd 4th 5th

Fraud, falsification or misrepresentation of
7-1 personal or company records, documents and T
processes.
1. Knowingly giving false statements or
concealing of material facts in an investigation
conducted by the Company or willful
7-2 concealment and/or destruction of evidence T
2. Knowingly giving false or misleading
information during hiring process, during the
course of employment or giving false or
 misleading information to qualify for any
preference, benefit from the Company.

Furnishing false, misleading data, arising out of WC to T

7-3
employees negligence Depending on the gravity of the offense
7-4 Forgery T
1. Stealing or attempting to steal company
property (whether or not done during company
time or within company premises)
7-5 2. Misappropriating, attempting to steal or T
stealing other employees, client or other third
party property while in company premises or
during a company sponsored event or activity
1. Misappropriation or withholding of Company
funds or property, which shall include but not
be limited to failure to distribute incentive
money or prizes to qualified agents whether
7-6 T
from the company or the client, etc.
2. Failure to distribute, remit and/ or report to
the Company monies or whatever currency or
amount given by a client or his representative
1. Soliciting money, gifts, share, benefits or
favor from any person or through a third party
as a condition for the performance
duty or task.
2. Demanding or accepting directly or indirectly
any sum of money or anything of value in
relation to a company, account, client benefit
or employee service
7-7 T
3. Asking, demanding or receiving commissions
or bribe from company suppliers or contractors.
4. Solicitation of money, gifts, share,
percentage or benefits from any person,
directly or indirectly to perform a prejudicial act
against the Company's interests, or any act in
violation of the
processes.
Unauthorized substitution of company
7-8 materials, supplies, tools or equipment with WR FW T
another
Conniving with an employee to defraud the
7-9 company or customer or other third party or T
vendor.

Without proper authority, revealing, releasing

or divulging confidential information, trade or
7 - 10 business secrets to individuals other than those T
authorized by the Company regardless of the
intent or motivation behind the act or omission

WR to T
7-11 Infidelity in the custody of Company documents
Depending on the gravity of the offense
 Willful unauthorized access to, use of,
possession, borrowing, removal, duplication of FWR to T
7-12
classified documents, files, programs and Depending on the gravity of the offense
records including customer data
False claims for reimbursement or filing of
7-13 T
falsified document for liquidation of expenses.
Falsification of employee information records,
7-14 time records, overtime claims, and Avaya and T
unauthorized time edits/manipulation
Falsely representing oneself to be an authorized
representative, agent or officer of the Company
or any of its departments or agencies
7-15 Under pretense of official position, performing T
any act pertaining to any person in authority in
the Company or its department, without
authorized
Spreading or making false or malicious
statements about the company, its employees
and services in public through press, websites, FWR to T
7-16
social media, e-mail and chat groups. Depending on the gravity of the offense
This includes unauthorized statements or
representations made being made in public.
Failure to comply with or submit pre-
7-17 employment requirements within the T
prescribed period
Concealing of defective work, resulting in
7-18 T
a direct prejudice to the Company
Directly or indirectly tampering with client-
7-19 T
related businesses
All other acts of dishonesty which cause or tend WR to T
7-20
to cause prejudice to the Company Depending on the gravity of the offense

SECTION 8. Conduct and Behavior.

Every employee shall conduct himself/herself in a manner consistent with decorum and good discipline. It is of prime
importance to the company that the safety, security and wellbeing of each employee, client, customer or other third
parties is protected at all times and should not be jeopardized by the actions of any employee or individual.

and well-being.

Section Violation 1st 2nd 3rd 4th 5th

Gross discourtesy, rude, threatening, intimidating,
insulting words or behavior towards any member of
management, co-employees, vendors, clients, and FWR to T
8-1
customers by use of abusive, foul, disrespectful, Depending on the gravity of the offense
obscene, discriminatory, slanderous or defamatory
language or behavior.
Stating profane, foul, scandalous words that offend /
8-2 distracts another person within the production floor / WR FWR T
work area
 1. Assaulting or challenging to a fight with bodily
harm another employee/s, work-related.
2. Intentionally causing personal injury to another
employee on working time or within Company premises
FWR to T
8-3 3. Insulting, threatening with physical harm or a
Depending on the gravity of the offense
show of willful disrespect to a supervisor or any official
of the Company
4. Within Company premises or working time,
provoking or engaging a fight.

Solicitation / selling of any form, not sanctioned by the

8-4 Company or selling during working time or on Company WC WW WR FWR T
premises without authorization.
Swindling other co-employees, or employee borrowing
from a number of employees which tends to disrupt FWR to T
8-5
work or operations or cause damage to the company Depending on the gravity of the offense.
interests.
Interfering with the work of or disturbing another
8-6 employee (eg. loud conversation, loud music or WC WW WR FWR T
constant gossiping).
Unauthorized loitering or loafing during working hours.
8-7 Sleeping in work areas or in areas not designated for WC WW WR FWR T
rest or sleeping.
Gambling or any similar acts during working time or on
8-8 FWR T
Company premises
Encouraging, inducing or threatening another employee
to violate or constitute a violation of this Code in
8-9 FWR T
the performance of duties or allowing one's self to be
persuaded or influenced to commit such an offense
Immoral conduct, including exhibition or distribution of FWR to T
8-10
pornographic materials, within Company premises Depending on the gravity of the offense.
1. Acts violating Law on Sexual Harassment, which
specifically includes acts of harassment committed by
persons with authority of the victim employee and
harassment done by a co-worker
2. Any other act of harassment against another
8 - 11 employee, client or customer within the company T
premises or during a company event or activity whether
or not such act is sexual in nature. Harassment can take
the form of threats, repeated insults or bullying of co-
employees, etc. which would affect the well-being
or safety of the victim.
During Company time or working time, engaging in
8-12 WW WR FWR T
horseplay, threatening and/or profane language.
Failure to observe the proper dress code, to the extent
8-13 of disrupting work schedule of his/her team and this WC WW WR FWR T
would be indecent.
The employee(s) will be ordered to desist or to
disband. Willful disobedience to this order is
Forming, creating or attempting to form associations considered an act of insubordination.
8-14 with unlawful and/or dishonest purpose within the In addition, management reserves the right to file the
Company appropriate legal action, institute any proceedings, or
obtain any legal or equitable remedy to protect its
interest against violations made under this provision.
 Refusal to submit to reasonable inspection conducted
8-15 within Company premises authorized by the Company WW WR FWR T
or its representative
Unauthorized attempt to bring into or carrying,
discharging, display, within Company premises of any
explosives, flammable materials, or deadly weapons.
This shall include concealment of weapons in order to
elude detection,
8-16 Any self-defense item/object needs to be declared and T
surrendered to the security officer prior to proceeding
to production. This applies whether or not the
employee in question has a permit to carry the fire arm
or not. Failure to do so shall result in a violation under
this provision
1. Drinking of alcoholic beverages and/or taking
drugs during hours or on Company premises
2. Unfitness to report for work due to excessive FWR to T
8-17
drinking of alcoholic beverage Depending on the gravity of the offense
3. Entering Company premises or performing work
under the influence of liquor or narcotic drugs

Bringing, or possessing or using any prohibited drug

8-18 inside company premises. Exceptions are those allowed T

Unauthorized use of access cards or company ID of

8-19 another or allowing others to use own ID to enter/exit WR FWR T
company premises
8-20 Unauthorized entry in a restricted area WR FWR T
Not wearing company ID within company premises &/or
8-21 WW WR FWR T
tailgating
and paperless rule
on the production floor (this includes but not limited to
reading materials like magazines and/or newspapers,
8 - 22 WW WR FWR T
usage or mere possession of any writing tool that may
information from the
database.
8 - 23 Unauthorized sleeping during working hours. FWR T
 3. Attendance:

The Trainee must be punctual and present on all days of training. Should Trainees have any concerns regarding their attendance
(tardiness or absence), they should notify OMD (see OMD contact details below) and the trainer at least 2 hours prior to the
notify 2 hours prior or notification without acknowledgment is considered unauthorized.

In every training day, Trainees are given three break schedules (for a 9-hour classroom training); over breaks will be considered
unauthorized tardiness. Leaving the training room without approval and valid reason will be deemed as a violation of
Code of Conduct clause:

ATTENDANCE PROGRESSION APPLICABLE SECTIONS IN

DESCRIPTION VALIDATION
ISSUES 1st 2nd 3rd 4th 5th COC

Section 5. Absences and

Tardiness, Subsection A.
Unauthorized and
Unexcused Absence
wherein it is defined as

employee calls the

approving authority, but
the request for leave was
not approved and the
employee still does not
An absence wherein report for work. This also
the employee includes calls made once
notifies the Two instances of
approving authority, unauthorized half-day already begun and where
Unscheduled
but the request for absence is equal to 1 WR FWR T the request for leave is
Absence
leave was not Unauthorized/ disapproved and the
approved and the Unscheduled absence. employee does not report
employee still does for work. A mere call
not report for work. asking permission for

constitute an approval or
an excused absence.
Management reserves the
right to verify information
or request for
documentation in relation
to the validity of the
reason for the absence.
This is an absence without

Section 5. Absences and

This also includes Tardiness, Subsection A.
notifications made Unauthorized and
once the Unexcused Absence
Two instances of
wherein it is defined as
unauthorized half-day
Unauthorized already begun and
absence is equal to 1 WR FWR T
absence where the request employee calls the
Unauthorized/
for leave is approving authority, but
Unscheduled absence.
disapproved and the the request for leave was
employee does not not approved and the
report for work. employee still does not
report for work. This also
 includes calls made once

already begun and where

the request for leave is
disapproved and the
employee does not report
for work. A mere call
asking permission for

constitute an approval or
an excused absence.
Management reserves the
right to verify information
or request for
documentation in relation
to the validity of the
reason for the absence.
This is an absence without

Section 5. Absences and

Tardiness, Subsection J.
Excessive Tardiness.
Tardiness for three (3)
instances or an
accumulated tardiness of
Arriving later than
fifteen (15) minutes,
the designated work
Once met three (3) whichever comes first,
schedule. Tardiness
sanctions for tardiness within any calendar month
for three (3)
within a six (6) month shall constitute excessive
instances or an
period, any succeeding tardiness and shall be
Tardiness accumulated WC ww WR FWR T
minute or instance of considered as a violation.
tardiness of fifteen
tardiness shall be a Moreover, once a person
(15) minutes,
violation and shall follow is meted three (3)
whichever comes
the above penalty grid. sanctions for tardiness
first, within any
within a six (6) month
calendar month
period, any succeeding
minute or instance of
tardiness shall be a
violation and shall follow
the applicable penalty
grid.
Section 5. Absences and
Tardiness, Subsection K.
Overbreak or undertime.
Overbreak or undertime
Over break or undertime
for three (3) times or an
Leaving prior to the for three(3) times or an
accumulation of ten (10)
end of the accumulation of 10
minutes, whichever comes
scheduled work day minutes, whichever
Undertime ww WR FWR T first in one calendar
or leaving early for comes first in one
month shall be construed
lunch break without calendar month shall
as a single violation.
approval. also be construed as a
Further, should an
single violation.
employee be found to
have committed over
break or under time again
within the same calendar
 month, these shall be
treated as separate
instances of overbreak or
undertime and shall be
dealt with in accordance
with the applicable penalty
table. Finally, once a
person is meted three (3)
sanctions for overbreak or
undertime within a six (6)
month period, any
succeeding minute or
instance of overbreak or
undertime shall be a
violation and shall follow
the applicable penalty
table.
Section 5. Absences and
Tardiness, Subsection K.
Overbreak or undertime.
Overbreak or undertime
for three (3) times or an
accumulation of ten (10)
minutes, whichever comes
first in one calendar
month shall be construed
as a single violation.
Further, should an
employee be found to
Over break or undertime have committed over
Returning late from for three(3) times or an break or under time again
any authorized accumulation of 10 within the same calendar
break (e.g., lunch minutes, whichever month, these shall be
Overbreak ww WR FWR T
break, 15 minute comes first in one treated as separate
break) without calendar month shall instances of overbreak or
approval. also be construed as a undertime and shall be
single violation. dealt with in accordance
with the applicable penalty
table. Finally, once a
person is meted three (3)
sanctions for overbreak or
undertime within a six (6)
month period, any
succeeding minute or
instance of overbreak or
undertime shall be a
violation and shall follow
the applicable penalty
table.
Absences before, Section 5. Absences and
The occurrence of the
during or after rest Tardiness, Subsection F.
same type of absence for
Patterned days, holidays or in Coaching Coaching Patterned Absenteeism.
at least three (3) T
Absences Log Log f.1. The occurrence of the
instances within a six (6)
following payday, or same type of absence for
month period of timE
any other day that at least three (3) instances
 indicates a pattern, within a six (6) month
barring any period of time
justifiable reason for
the same which Section 5. Absences and
shall be determined Tardiness, Subsection F.
The occurrence of
by the account. Patterned Absenteeism.
different types absences
f.2. The occurrence of
but all falling within Coaching Coaching
WR FWR T different types absences
favorable or desirable Log Log
but all falling within
days of within a six (6)
favorable or desirable days
month period of time.
of within a six (6) month
period of time
Section 5. Absences and
Late notification of
Tardiness, Subsection
unplanned
WR FWR T G. Late notification of
leave/absence in a
unplanned leave/absence
month period
in a month period
Section 5. Absences and
Failure to submit
Tardiness, Subsection
prescribed medical
H. Failure to submit
certificate within 24
prescribed medical
hours upon the
certificate within 24 hours
employees return to WR FWR T
upon the employees
work or within the
return to work or within
required submission
the required submission
period as advised by
period as advised by
Management
Management
Section 5. Absences and
Absence during training
Tardiness, Subsection
(applies to contractual or
I. Absence during training
probationary
(applies to contractual or
employees):
probationary employees):
Absences below the 95%
T Absences below the 95%
of the total training
of the total training
period.
period.
Note: If legitimate
Note: If legitimate excuse,
excuse, consider for
consider for account
account transfer.
transfer.
Refers to situations Two (2) consecutive days
where the employee for probationary or
T HR creates the Memo
does not notify the contractual employees
approving authority (Process BTWN via HR)
about the absence
Job via the proper call-in
Abandonment/ process and no
Abandonment longer returns to Three (3) consecutive
of Work work despite the days for regular
T HR creates the Memo
directive from the employees (Process
Company to report BTWN via HR)
back to work or
clarify status of
employment.
Refers to situations Section 5. Absences and
One instance of NCNS for
No Call No where the employee Tardiness, Subsection C.
Probationary/Contractual T
Show (NCNS) does not notify the No Call, No Show (NCNS).
Employee.
approving authority c.1. No Call No show by a
 about the absence probationary employee.
and does not report One instance of NCNS is
for work. considered one separate
violation within a six-
month period.
Section 5. Absences and
Tardiness, Subsection C.
No Call, No Show (NCNS).
One instance of NCNS is
c.2. No Call No show by
considered one separate
FWR T regular employee. One
violation within a one-
instance of NCNS is
year period.
considered one separate
violation within a one-year
period.
Malingering or
9B 3 Malingering or
pretending to be ill
Neglect of pretending to be ill and/or
and/or giving false 1 Instance of Malingering T
Duty 9B - 3 giving false excuses for an
excuses for an
absence
absence

Authorized absences are outlined below:

Any illness that would require confinement or hospitalization upon diagnosis
Death of immediate family members (parents, siblings, children, or spouse if married)
Severe accident involving the employee
Any illness deemed by an accredited physician and/or company nurse as having a high risk of contagion
Any other medical cases which are considered exceptions upon validation of documents by the company nurse

During authorized absence, the Trainee is responsible to catch up on any missed topics/assessments.

Job Abandonment
SCM process would entail Return to Work Order (RTWO) letter followed by Notice of Decision (NOD) if employee does not
report within the defined timelines.

Intermittent Absences
Any employee with No Call No Show on any working day will fall under intermittent absences.

Unauthorized absences may lead to termination of employment. Please refer to COCD (Code of Conduct and Discipline).

Please refer to the attached annexure for the requirements on the process training and nesting training phases.

The Trainee understands, accepts and agrees to abide by all company policies and procedures and meet all the training
requirements are the basic expectations from him/her to be able to continue his/her employment with Sitel Group® and failure
to fully satisfy these basic expectations is a ground for the Company to immediately terminate his/her employment.

This has been executed on

______________________________________
 Date

_______________________________________ RICHMOND BARING

______________________________________

OMD contact details: T

e
 Revised
Change Description Revised by Date of Release Approved By
Version No
Jenalyn
1.0 Creation Palestine Uy Dec 27, 2021
Encallado

Federick Paul
2.0 Revision (Training Tollgates) March 23, 2022
Tudlasan