Macy’s Digital Customer Service

Training Expectations and Certification Guidelines

WELCOME TO MACYS!

Training is a very important part of your overall development and eventual success in Alorica. To make sure your training experience is rewarding
for both you and the company, there are several things you need to know.

Training Method – Face to Face

Training Timelines: PST – 15 days | Nesting – 15 days

Code of Conduct

 Language in the Workplace and English Only Policy (EOP). As Alorica provides call services to American customers, employees, including
trainees are required to speak American-English only during training.
 Professionalism. Conversation within the classroom should remain professional. Do not engage or initiate conversation that will result
into conflict.
 Participate! Macys Training focuses on discussion-based learning. You are expected to participate in the discussions but should respect
others and allow them their opportunity to speak as well. When someone is talking, show your respect and listen to him or her.
 Be honest. It is each employee’s responsibility to always do the right thing. This means that employees must conduct their daily business
with honesty and integrity. Cheating during Assessments or Verbal Tests, including giving out test questions/scenarios and/or answers to
other trainees, will result to disqualification and/or non-regularization of your probationary employment.
 Keep your trainer informed. Reach out to your trainer for any concerns.

A. Attendance Policy for New Hire Product Specific Training and ABay

Any violation of the following during the Product Specifics Training and Academy Bay will result to disqualification and/or non-regularization of
your probationary employment.

 Absences are not tolerated during the entire Product Specifics Training and Academy Bay. One (1) absence will disqualify you from the
program and your employment with Alorica will be terminated if valid emergency documentation supporting the reason/s for your ab-
sence is not presented.
 You are only given an accumulated 45 tardy minutes (late login without prior notice) or a total of 3 occurrences of tardiness during the
entire product training period. Anything more than 45 minutes of tardiness may lead to disqualification from the program.

Any exemption to the above provision is subject to the approval of the program’s Director as supported by valid documentation to justify
attendance incidents.

To establish the process of receiving agent attendance notification and maintaining record of all notification information, trainees are required to
notify their trainer via SMS using the format below. This should be sent at least 1 (one) hour prior to their start time.

Alorica (space) Program Code (space) Employee ID (space) Attendance Code (space) Full Name (space) Reason

PROGRAM CODE CODE DESCRIPTION

MDCS ABSENT Absent
ABSLATE Late / Tardy
HALFDAY Half day

Upon endorsement to Academy Bay or Nesting, trainees should use the Connect – Attendance Notification in accordance with the PH Attendance
policy via the Alorica Connect App.

Attendance Policy for Probationary Period

Same policy applies for those on Probationary status wherein they can be removed from the program for committing 1 day of absence or 45 mins
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of tardiness. On top of that they will be issued points for any attendance occurrence which will be carried along in case they’ll get redeployed.

Attendance standing will be penalized with points system. Each type of attendance occurrence has a corresponding point value (listed below).
These values will be assigned to each occurrence unless excused under the occurrence exception process outlined in Section 4.6. of the company’s
attendance policy.
Occurrence Definition Point

Tardy Arriving 1 to 45 minutes after the start of the shift 0.25

Half-day Absence Failure to work for 45 minutes to 4 hours during the first or last part of the shift 0.50

Undertime Tapping out 1 to 45 minutes before end of the shift 0.25

Undertime Tapping out 46 minutes to 4hours before end of the shift 0.50

Undertime Tapping out more than 4 hours before end of the shift 1.00

Absence Failure to come to work, but notified at least 1 hour prior to start of shift 1.00

Failure to Notify (FTN) Failure to follow the appropriate notification procedure 1.00

The applicable attendance occurrence point will be given to an employee who is either tardy, absent, under time or FTN (Failure to Notify).
Employees are expected to manage their attendance and absences. An attendance point for each occurrence will count toward their total point
count. Any excess of eight (8) POINTS is ground for termination, subject to due process.

An employee who fails to follow the Absentee Notification Procedure shall be subject to a disciplinary action.

Notwithstanding the provisions on attendance management as stipulated above, any violation of the Code of Conduct, Employee Handbook and all
allied company policies during training, may lead up to disciplinary action, including dismissal, with due process.

Regular Employees in Training (Product Specific Training and ABAY)

 Regular employees who have shown non-compliance to attendance as provisioned by this Training Agreement will result to disqualifica-
tion and may result to a disciplinary action up to and including termination of employment. Attendance point will also be issued accord -
ingly.
 Regular employees who are to be disqualified due to failure in meeting performances standards and certifications during training will re-
sult to removal from the account. This as well will be meted with a disciplinary action of up to and including termination following due
process.

B. PST Certification
There will be a PST scorecard and trainees are expected to get an average score of 80% or higher to be endorsed to Academy Bay. Failure to meet
the expected passing score may lead to cessation of training.

Item Weight
Class Participation 20%
Pop Quiz 30%
Weekly Assessments
50%
Order Entry – 15%, Service Recovery – 20%
TOTAL 100%

C. Academy Bay (Post PST)

We will measure the following KPIs during your 3 weeks stay in ABay following the goals below.

CES Quality Attendance

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 50% 40% 10%
72% (Overall Score)
1.95 =/>95%
2 SCANS PER WEEK

Trainees need to achieve an overall score of 85% and above to pass ABAY. There will be a weekly performance deliberation to be attended by the
representatives from Operations, Training and Quality Teams. During deliberation, aside from the metrics mentioned above, attitude and behavior
will also be discussed and measured objectively. Failure to meet the targets may lead to cessation of training.

Successful candidates after ABAY will be endorsed to Productions.

These expectations are necessary to ensure a successful training experience that shall adequately prepare the trainees for their position as an
Agent.

The company reserves the right to withdraw the job offer or to deny employment in cases including, but not limited to the following:

1. Unfavorable findings in the background investigation or document verifications.

2. Medical findings that render the candidate unfit to work.
3. Failure to complete the pre-employment requirements prior to the certification date.
4. Misrepresentations or falsifications found during or after submission of documents; and
5. Any behavioral misconduct during the training program.

We encourage everyone to participate actively in class and utilize all available resources. Once again, welcome to Macys Digital Customer Services!

CONFORME:

Trainee’s Signature Over Printed Name Date

PST Trainer’s Signature Over Printed Name Date

MS. MARYANNE AGUILA

Training Manager’s Signature Over Printed Name Date

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