Narqix Standards
For every Narqix team member, on every campaign. After reading this page you will know which standards exist, the order to study them, and which ones you must master before going live.
Track: All tracks · Role: Everyone · Time to complete: 5 min
What the Narqix Standards are
These are the rules that make Narqix different from a typical outsourcing provider. They apply to every person, on every campaign, in every country. A client in Texas and a client in London get the same standard of conduct, security, communication and quality.
The standards are written to be testable. Each rule says what to do, by when, and how it is checked. If a rule is unclear, tell your Campaign Lead so we can make it clearer.
Coach's note: Clients rarely judge us on our best day. They judge us on our most ordinary Tuesday: was the report there, was the reply fast, were the notes clean? The standards exist to make every ordinary day excellent.
The standards, in learning order
| Order | Page | What it covers | Must master before live |
|---|---|---|---|
| 1 | Code of Conduct | How we behave with clients, customers and each other | Yes |
| 2 | Attendance and Shift Standard | Check-in, lateness, absence, leave, breaks, outages | Yes |
| 3 | Communication Standard | Response times, time zones, English style, message formats | Yes |
| 4 | Reporting Standard | Start-of-day, end-of-day and weekly report templates | Yes |
| 5 | Escalation Ladder | Severity levels, who to tell, and how fast | Yes |
| 6 | Data Security and Privacy | Devices, access, passwords, client ownership, incidents, offboarding | Yes, 100% on the quiz |
| 7 | Quality Standard and QA Scoring | How work is sampled and scored, pass marks, auto-fails | Yes |
| 8 | AI Use Policy | When and how AI may be used on client work | Yes |
| 9 | Compliance Basics for Calling and Texting | Consent, do-not-call, calling hours, recording disclosure, opt-outs, honest identity | Yes for anyone who calls or texts; 100% on the quiz |
| 10 | Night Shift Health and Wellbeing | Sleep, food, light, movement, safety | Recommended |
| 11 | Performance Reviews and Coaching | How you are reviewed and coached | Recommended |
How the standards fit with your campaign
- Narqix Standards set the minimum for everyone.
- Your Client Playbook adds client-specific detail: tools, authority limits, tone, approved scripts.
- When the Playbook is stricter, follow the Playbook.
- When the Playbook seems to allow something a Narqix standard forbids, stop and ask your Campaign Lead. Red rules are never relaxed by a client request.
Never do this: Never treat a standard as optional because "nobody checks". QA samples work every week, clients can see tracker data, and compliance mistakes can surface months later in a complaint or lawsuit.
Check yourself
- Which two standards require 100% on their quiz?
- Your Playbook is stricter than a Narqix standard. Which do you follow?
- A client asks you to skip a recording disclosure "just this once". What do you do?
Answers
- Data Security and Privacy, and Compliance Basics for Calling and Texting.
- The Playbook, because it is stricter.
- Do not skip it. Tell your Campaign Lead. Red rules are never relaxed on a client's request.
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