PIP Spinny V1.0

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Performance Improvement Plan

CATEGORY 1 - ANALYSTS WITH REPEAT FATALS

Stages No. of fatals Levels Action Name Consequence

=3 fatal instances in same category


Stage 1 Level 1 Email Warning
(within 1 month)

Reduction of Quality Score by 50%. Increase of Audit target to


>3 same fatal instances (within 1 month). Quality Red Alert--
Stage 2 Level 2 1.5 times. Consultant to be made available for a dedicated
4th Instance Quality PIP issued
feedback as soon as this instance is identified

Refer to HR case; unfit for process


-> Unprofessional Conduct and Intentional misleading
After Feedback- in case any fatal
Quality Red Alert - information to be referred straight to HR
Stage 3 instance (in the same category) within 15 Level 3
Quality PIP failed -> Any other fatal barring the two mentioned above to be
days or End of Month, whichever is farther
referred to Business/Function Head with recommendation for
exit; Business to take decision basis severity

CATEGORY 2- ANALYSTS WITH LOW QA SCORES

QA Scores (consistently low)

Refer to training as per TNA. Increase Feedback for agent to 4


Stage 1 <= 60% QA score (2 months in a row) Level 1 Quality Yellow Alert
per month

on 3rd month, zero quality score to be Zero score for that Refer to training as per TNA. Increase Feedback for agent to 4
Stage 2 Level 2
given month per month

Date: 18 January 2022


Version: 1.0

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