PERFORMANCE PLAN 1

Name: Joseph Celestial Account/Dept: BRS eChat

Domain ID Joseph.Celestial AVP’s Name: Ian Monong
Designation: Agent Date: October 12, 2021

PERFORMANCE PLAN I (One) II (Two) III (Three)

TERMS OF PLAN (CHECK THE BOX): 2 weeks x 4 weeks

Based on your failure to meet the requirements for the following areas of performance, this plan has been
designed to help you succeed. Following you will find a breakdown of your performance and a stated goal for
you to reach.

ISSUES:
Segment Quartile

YOUR PERFORMANCE:
Payout
Month Quartile
August 4
September 4

YOUR GOAL:
Upon review of these numbers, your quality rating requires improvement. The reasonable standards, which
iQor expects from all associates, are listed above. In order to assist you in your improvement, I have set goals
for you to achieve in the next 4 weeks. You will find these goals listed in each section in bold print. I will work
with you to help you achieve these goals. Your performance will be re-evaluated in 4 weeks.

x Progressive goal. This will allow for your growth while working to achieve actual goal.
Actual goal. Your performance is close to actual goal and reaching the requirements is possible within the time given.

October – Quartile 1, 2 or 3
November– Quartile 1, 2, or 3
ACTION:
In order to improve your performance, there are specific actions that you must take. These have been
discussed during work-withs, coaching and training sessions. It is your responsibility to make sure you
consistently practice and observe the following:

1. Improve AHT by following the BPI steps and eliminating dead air, long hold and long disposition time
2. Improve Transfers and FCR scores by consistently providing a complete and accurate information and

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 following BPI to avoid invalid transfers daily.

Top immediate attentions:

Overall Quartile Segment

 Action Plans:
o Goal Setting
o One on One Coaching Session (Weekly)
o Real Time Monitoring
o Chat Transcript and DSAT Review

Upon review of these numbers your performance requires improvement. The requirements which iQor
Philippines Inc. expects from all employees are listed above. Your performance will be re-evaluated in 4 weeks.
If no improvement is made during this time period, further disciplinary action will be taken up to and including
termination.

NAME DESIGNATION SIGNATURE DATE

ISSUED BY: Ian Monong Supervisor 10/12/2021
REVIEWED BY: Jaymee Marquez Operations Manager 10/12/2021
NOTED BY: Antoine Rizkallah Director
RECEIVED BY: Joseph Celestial Agent

RECEIVED BY: Joseph Celestial

RECEIVED ON: 10/12/2021

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