Intuit Training Agreement

Dear Intuit Trainee,

Welcome to Intuit Product Training!

For the next thirtytwentywenty- five (252535) days (ProPrem) / next twenty-one (21) days (QBO)
of training you will be introduced to the program that will provide New Hire Employees with the
right knowledge and skills that will enable you to assist Intuit customers to the best of your ability.

In our efforts to ensure commitment in exceeding customer expectations, you will be subject to
the following terms and conditions as a trainee of Intuit.

Section A – General Policies

A.1 Schedule Adherence

1. Employees are expected to report to work on their designated schedule. Tardiness or

Unauthorized Absences are not tolerated in training. This includes also strict adherence to
break schedules. Trainees need to be inside the training room at the start of the class.
Kronos will NOT be the sole basis in determining over break and\or undertime. The trainer
will conduct an attendance check at the start of class and return from break. If the trainee is
not physically in the classroom at the time, he will be marked accordingly.

2. Tardiness for three (3) instances or accumulated tardiness of fifteen (15) minutes, whichever
comes first, within one calendar month shall constitute excessive tardiness and shall be
considered as a single and separate violation. Over break for three (3) times or an
accumulation of 10 minutes, whichever comes first, in one calendar month shall also be
construed as a single and separate violation under Neglect of Duty.

3. Trainees are required to call the Operations Management Desk (OMD) hotline number at 02
976 5985 or 1 8008 987 95 38 at least two (2) hours before the start of training if they will be
late or absent. Calling in does not mean that tardiness or absences is excused.

4. Failure to notify OMD of Unplanned Leave/Absence at least 2 hours before the start of
training/shift will be tagged as Late Notification of Absence/s which may lead to a disciplinary
action following the SYKES Attendance Policy.

5. Notifying OMD after training/shift has already begun shall fall under the provisions of
unauthorized absences and late notification.

6. Trainees are required to present documentation for each absence. Without proper
documentation, the absence will be deemed as unauthorized and will be sanctioned in
accordance to the Sykes’ Code of Conduct

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7. As per SYKES’ Attendance policy, failure to notify OMD, will be tagged as No Call, No Show
(NCNS). Calls made to the trainer and/or fellow trainees are not accepted and will be
considered as NCNS. Below is the schedule of penalties for NCNS.

Violation 1st 2nd

C. No Call No Show
C.1 No Call No Show by a probationary employee.
One instance of NCNS is considered one separate T
violation within a six-month period.
C.2 No Call No Show by a regular employee.
One instance of NCNS is considered one separate FWR T
violation within a one-year period.

8. Any instance of tardiness will merit a sanction that is effective throughout the operations
floor. Trainees may only have one (1) instance of absence with notification for the entire
training period and necessary documentation/s to support the absence must be presented.
Failure to provide documentation, will warrant the absence as unexcused and unauthorized;
and will be subject to appropriate disciplinary actions warranted by the Sykes Code of
Conduct.

9. Authorized absence/s are deliberated by the Core Management Team. Each case will be
reviewed, taking into account the circumstances surrounding the absence. Management
reserves the right to take the necessary action to ensure the capability of the employee to
perform his tasks. This includes, but is not limited to, extending training/nesting to make-up
for lost days, moving trainees to another class if a significant amount of time has been
missed.

10. Upon the agent’s submission of the necessary documents needed to support the absences,
the approval of the Training Director must be secured before proceeding with any action

11. All employees are required to complete at least 95% attendance adherence, failure to do so
may result to non certificationnon-certification which may lead to separation from the
company.

Attendance Policy:
https://hrconnect.apac.sykes.com/policiesandprocedures/_layouts/15/start.aspx#/SitePages/
Attendance%20Policy.aspx

A.2. Completion of Company’s and Account’s SOW Requirement

1. Trainees must strictly comply with the Company’s and Account’s SOW requirements.
Employee should have completed the SOW requirements (to include but not limited to--NBI
clearance, drug test, background check) needed by the account. Submission of Government
Numbers (TIN, SSS, HDMF, PhilHealth) is also mandatory. Trainees who are not compliant
will be subject to the corresponding disciplinary action based on the Company’s Code of
Conduct.

2. All documents must be submitted no later than Day 3 of Foundations Training. Account log-
ins can only be created for those who have completed their SOW Requirements. These
log-ins are critical to Training and those who do not have log-ins will be pulled out of class
until ALL the SOW requirements are completed. Trainees who miss more than one (1) day

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of training will be transferred to the next class. Non-compliance with any of the
requirements will lead to removal from the program.

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A.3. No Tech Device Policy

(https://hrconnect.apac.sykes.com/policiesandprocedures/_layouts/15/start.aspx#/SitePages/No
%20Technical%20Device%20Policy.aspx )

1. Trainees are mandated to observe the Sykes’ No Technical Device Policy. By this policy,
mobile phones, PDAs, or other similar devices with data recording or storage capabilities are
prohibited inside the training room and production floor.

2. All devices mentioned above, and the like should be stored in the employees’ assigned
locker.

3. Trainees who violate the above will be subject to the penalties stated in the Sykes Code of
Conduct.

A.4. PC Usage in Training Rooms

1. PCs in the training rooms are solely for training purposes. No personal or nonwork-related
files should be saved into their local drives.

2. Accessing websites unrelated to Sykes and Intuit is prohibited. Any trainee caught surfing
other sites especially during training class shall be dealt with in accordance to Sykes
Technology Assets Agreement.

TAA Policy :
(https://hrconnect.apac.sykes.com/policiesandprocedures/_layouts/15
/start.aspx#/SitePages/Sykes'%20Technology%20Assets%20Agreement.aspx )

A.5. Dress Code

1. Here in Intuit, it is important to project a professional image amidst a comfortable, but

business-like work environment. A professional attire conveys a level of confidence and
appropriate business attitude. In relation to that, we shall be discussing further our account
specific dress code policy.

A.6. Token Accountability

General Policies

1. All Intuit Employees will be provided with an Security Token with unique serial
numbers.
2. The Intuit Employees are accountable for the safekeeping of the token assigned
to them.
3. Tokens are to be surrendered in instances that the employee is to move out of
the program, (for whatever reason). This should be included in the Clearance
Process for resigning employees.
4. For lost or damaged Security tokens, employees are required to report it to their
direct supervisors.
5. The employee will be required to sign an ATD (Authority to Deduct) Form to
process a salary deduction of P350.00. The employee will be issued a new token
as a replacement.

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6. The fine of P350.00 will be deducted on the next payroll based on the date the
Security token was reported lost.
7. If the employee encounters a similar situation (lost/damaged token) a 2 nd time,
they would need to pay for the fine again and a Show Cause Memo will be issued
following the guidelines stated in the Sykes Code of Conduct. Please refer to the
Violation and Sanctions shown below.
8. The trainee resigning should complete the Internal Clearance process for the
surrendering of the token to the Training Team before they can start the Sykes
Resignation process.

Section B – Training Duration

Intuit Training has different duration depending on what LOB the new hire will be assignedis a
twentythirty- five (325) days training program. :

PROPREM: 25 Days
1 Day NEO
4 Days Intuit Core Skills Training
5 Days Product Training - Core Foundations
5 Days Product Training - Core Foundations Nesting
2 Days Product Training – Upskill 1
3 Days Product Training – Upskill 1 Nesting
2 Days Product Training – Upskill 2
3 Days Product Training – Upskill 2 Nesting

QBO: 21 Days
1 Day NEO
4 Days Intuit Core Skills Training
5 Days Product Training - Core Foundations
4 Days Product Training - Core Foundations Nesting
4 Days Product Training – Upskill 1
3 Days Product Training – Upskill 1 Nesting

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B.1. Product Training

It is an 25-daya curriculum focused on building the requisite skills and knowledge on Intuit
products, tools, and policies.

During this period, you will have the multiple opportunities to take live calls under the
guidance and supervision of the training and leadership team. This aims to provide you
with a practical learning experience while still in classroom training, and better prepare
you for full scheduled phone time during the Nnesting phase.

B.2. Nesting Phase

1. Nesting Phase consists of of two (2) week of scheduled live calls or chat sessions where
the trainees get an opportunity to apply all the skill and knowledge that they acquired
during Product Training. Trainees are expected to adhere to the schedule prescribed and
will be measured on production KPIs.

B.2. Assisted Go Live Phase

1. Assisted Go Live Phase that consists of five (105) days or one (1) week duration after the
Nesting Phase for those trainees

Section C – Assessment

C.1. Product Training

1. There are Skill Check Assessments throughout this period, typically after each section or
lesson of training. You are expected to pass each assessment before you can continue
with training.

2. Following Intuit training policy, trainees will be informed if they passed or failed an
assessment. The trainer will provide an opportunity to review and recap the key learnings
from an assessment attempt as needed before allowing for a retake.

3. Retake is only applicable for the Final Call Certification if ever the trainee failed the
overall score. If the trainee will pass the retake, trainee will be considered to proceed to
Nesting Phase.

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PROPREM/DIY:

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QBO:

4.
5. In the event that you are not successful on your retake for any of the assessments, you
will not be able to continue with training, and will NOT be endorsed to the Nesting
Pphase. As a result any new hire employee may be separated from the company in
violation of our Company Code of Conduct Section 9-Neglect of Duty, Subsection 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.”

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C.2. Nesting and Assisted Go Live Phase

1. The following KPIs will be measured throughout the duration of Nnesting Phase:

PROPREM/DIY:

QBO:

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Metric Goal Weight

TNPS 50% 25%
Resolution Rate 65% 25%
Transfer Rate <=25% 25%
Documentation >=90.00% 25%

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2. Call Evaluation is another measure that will be implemented in Nesting Phase. Eight (8)
evaluations are required, with a combination of 5 live calls and 3 recorded calls evaluated
within the 10-day Nesting Phase. Six (6) out of eight (8) passing evaluations will yield to
a passing average score of 75%.
3. Failure to meet the expected targets by the end of Nnesting Phase will result in
non-certification or termination of probationary employment due to inability to
meet the required performance standards.
4.
5. Trainees who fail to meet the goal by the end of Nnesting Phase may from a case to case
basis be endorsed to Assisted Go Live or an Eextended Nnesting Phase for one (1) week
upon management’s discretion. This will be based on their day to day progress and
documented strengths and opportunities during Nnesting Phase. Should they continue to
fail in meeting the expected targets, this will constitute in non-certification or termination
of probationary employment due to inability to meet the required performance standards.
6. Training ScorerecardScorecard computation and incentives are as follow

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This is also in line with the stipulation in the employment contract that states, “At any time
during your probationary period, your employment may be terminated should your
performance fall short of the standards set forth by SYKES which were made known to you at
the time of engagement. This shall include, but not be limited to, passing any and all
Certification procedures that may be required by the Account in order to be considered
eligible to render the support functions you shall be performing for them…”

CONFORME:

I have read and understood the above-mentioned terms and conditions. It was explained to me
and was given the opportunity to ask questions.

Name EID Wave Number Signature Date

‍

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________________________
________________________
Signature over Printed Name

____________________
Wave Number

____________________
________________________
Date
Date

Received by:

___________________
Trainer

Approved by:

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_Bernalyn E. Saligan _______________________

Bernalyn E. Saligan
Training Manager

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