Amazon New Hire

Training Expectations and Guidelines

Last Updated: June 10, 2021 Process Owner: Amazon Training Team
Version: 2.0 Last Updated by: Joe Rico Ducay

OBJECTIVE

This document outlines the specific requirements that will be necessary to successfully pass the Amazon New Hire
Training program. This is merely one of many standards for regularization of your employment. However, passing
the New Hire Training Program is a prerequisite in the continuation of your probationary employment.

OVERVIEW
In setting the standards in producing excellent results for Amazon it is our commitment that we deliver quality and
effective champions to Operations. This document will cover Amazon New Hire Training Expectations and
Guidelines that puts checks in place to accordingly produce quality champions.

TRAINING COVERAGE LENGTH

ATTENDANCE
We will be implementing a Zero Tolerance Policy on absences in training. If any day is missed during the training
period without any form of notification to the trainer or team manager and Workforce (No Call No Show), the
training team will decide to remove you from the training program.

HEALTH
For absences relating to health or other emergency cases, you are required to notify your trainer (texts, calls,
email etc.) and secure proper documentation(e.g. medical certificate, police report, barangay certification, etc.)
on the same day of the absence.

Any of these documents must be provided to your trainer and or manager on the first day of your absence. Failure
to present attestation to your absence may result to removal from the program.
 Amazon New Hire
Training Expectations and Guidelines

Last Updated: June 10, 2021 Process Owner: Amazon Training Team
Version: 2.0 Last Updated by: Joe Rico Ducay

Consecutive absences due to health reason with supporting documents will also depend on the management’s
discretion, considering the topics/activities you missed in class. Should the management decide to let you continue
with the training, you are held responsible to any missed discussion.

TARDINESS
Plan on arriving on time for the duration of your training, including returning on time from breaks. You will be
considered tardy if you arrive past the agreed start of your schedule but not beyond the first half of the shift.
Returning late after a scheduled break is also considered tardiness. Coming in to work after the first half of the
shift is considered an absence. Four (4) hours of tardiness is considered one (1) day of absence.

Trainees are expected to arrive in class on time. A maximum of accumulated 30 minutes or 3 instances of
tardiness, whichever comes first, will be accepted during training (PST-Certification stage). If a trainee exceeded
the allowable tardiness, trainee recommended for non-confirmation, following the hierarchy of appropriate
sanctions:
• 1st Tardy Instance – 1st Written Warning
• 2nd Tardy Instance –2nd Written Warning
• 3rd Tardy Instance – Final Written Warning
• 4th Tardy Instance – Termination

EXPECTATIONS/REQUIREMENTS

1) Product/Classroom Training (10 days) –for you to successfully complete the training period, you must be
able to fulfill the following requirements to be endorsed to Nesting with attendance as a prerequisite.
Failure to meet PST KPIs shall mean cessation from the Amazon training and will be recommended for
termination of employment for failure to meet minimum requirement. If lateral transfer/ internal trainee,
you will be endorsed to HR for next actions. Below are the PST toll gates:

A) Web-Based Training – need to complete all WBT courses to be endorsed to Nesting

B) 100% attendance except for documented absences. If the trainee incurred more than 2 days of
absences, the management would decide whether the trainee can continue with the trainee
despite having documents of the absences. HR will be involved for next steps.
 Amazon New Hire
Training Expectations and Guidelines

Last Updated: June 10, 2021 Process Owner: Amazon Training Team
Version: 2.0 Last Updated by: Joe Rico Ducay

2) Nesting (10 days) A trainee must take in phone calls for 10 days during Certification phase.
Below are the goals of the certification. Please note that this is subject to change without prior notice based on
management’s discretion and or client needs. You will be informed of the change and will be asked to sign an
updated document.

A trainee must get an overall rating of >= 3.00 to get endorsed to production. Mitigating factors may be
considered when deciding certification such as but not limited to weekly progression, excellent behavior etc.

Any violation based on the employee handbook or email call outs from the clients will also be grounds for
removal from the program.

Nesting
Metric Week 1 Week 2 Weight
RAP 74% 85% 30%
CCXU (Understandability) 80% 85% 30%
Offer Rate 80% 85% 15%
Concession Rate 28% 27% 15%
ACHT 11.5 11 10%

Value Metric Nesting Goal Production Goal Weight

Scorecard Metric RAP 85% 87% 30%
Scorecard Metric CCXU 85% 91.30% 30%
Scorecard Metric Offer Rate 85% 90% 15%
Scorecard Metric Concession Rate 27% 23% 15%
Scorecard Metric ACHT 11 mins 9.5 Mins 10%

ENDORESEMENT TO PRODUCTION
Upon certification, you shall be required to meet the above goals which shall be discussed with you by
your receiving supervisors. Failure to meet the glidepath will be subject to deliberation of Operations and
Human Resources and will merit a corrective action up to and including termination.
 Amazon New Hire
Training Expectations and Guidelines

Last Updated: June 10, 2021 Process Owner: Amazon Training Team
Version: 2.0 Last Updated by: Joe Rico Ducay

ADDENDUM:

Goals and expectations are subject to periodic revisions and may change depending on Amazon and/ or C3
business needs.

Participation in this Amazon New Hire Training Program shall not be deemed to give the program attendee
the right to be retained in the employment or service of the company or to interfere with the right of the
company to impose any disciplinary action, including employment termination. Furthermore, endorsement
to Operations does not mean that the program attendee's employment has been or will be regularized.

I acknowledge that I have received a copy of Amazon’s Training Pass/Fail Guidelines and that the contents of the
document have been discussed with me by .

By affixing my signature below, I signify that I fully understand the entirety of this document.

FAJARDO, ALFREDO B. 9/25/2021

Trainee Name Date Signed

Trainer Name Date Signed