Performance Reviews and Coaching

For every Narqix team member and every Campaign Lead. After reading this page you will know how and when you are reviewed, how coaching sessions work, what an improvement plan is, and how to get the most out of feedback.

Track: All tracks · Role: Everyone · Time to complete: 15 min

Why Narqix coaches every week

Most companies review people once a year. By then, small habits have become big problems. At Narqix, coaching is weekly, short and specific. You always know where you stand, and nothing in a formal review should ever surprise you.

The review rhythm

When	What	With whom	Length
Every shift	Start and end-of-day reports; quick feedback in the team channel	Campaign Lead	A few minutes
Every week	Scorecard review: KPIs, QA scores, one strength, one focus area	Campaign Lead	15 minutes
After every QA score below pass	Coaching session on that exact item	Campaign Lead or QA Specialist	15 minutes, within 3 working days
Every month	One-to-one: results, quality, reliability, wellbeing, growth	Campaign Lead	30 minutes
Day 30, 60 and 90 on a new campaign	Ramp-up review: are you on track to full performance?	Campaign Lead, sometimes the Operations Manager	30 minutes
Every quarter	Formal review: level progress, goals for the next quarter	Campaign Lead and Operations Manager	45 minutes

What you are reviewed on

The same five areas from How Narqix Works:

Results: KPIs against target.
Quality: QA average and any auto-fails.
Reliability: attendance, punctuality, reports, tracker accuracy.
Communication: response times, clarity, early escalation.
Conduct and compliance: security, compliance, honesty, professionalism.

How a coaching session works

Narqix coaching follows six steps. Leads use them; you should know them too, so you can get the most out of every session.

Look at the evidence together. The recording, message or task, not opinions.
Ask first. "How do you think this went?" Most people spot their own issue.
Name one focus. One clear behaviour to change, not ten.
Show the better version. The lead models it: the exact words, the better note, the cleaner process.
Practise it. Role-play or redo it right there in the session.
Agree and follow up. A specific commitment ("use the read-back on every address this week") and a check next week.

Coach's note: Come to every coaching session with one question of your own. "What would a Senior do differently on this call?" is a great one. People who ask for feedback grow twice as fast as people who wait for it.

How to receive feedback well

Listen fully before responding. Take notes.
Ask for the example if feedback feels vague: "Can you show me where that happened?"
Separate the work from yourself. Feedback is about a behaviour you can change, not about who you are.
Repeat back the focus area in your own words to confirm you understood.
Act visibly. Use the change on your next shift and mention it in your end-of-day report.
Disagree respectfully if you have evidence. You can dispute a QA score within 3 working days (see Quality Standard and QA Scoring).

Your monthly self-review

Before each monthly one-to-one, send your Campaign Lead this short self-review:

Monthly self-review, (MONTH)
My results vs target: (KPI: ACTUAL vs TARGET)
My QA average: (SCORE). Best item: (WHAT WENT WELL)
One thing I improved this month: (SPECIFIC)
One thing I want to improve next month: (SPECIFIC)
Something that would help me: (TRAINING, TOOL, PROCESS CHANGE)
Wellbeing (sleep, energy, workload), 1 to 5: (NUMBER), optional comment

When performance is below target

Narqix is direct and fair when performance drops.

Stage	Trigger	What happens
Focused coaching	One week below target, or a QA score below pass	Extra coaching, practice, and a clear focus for the next week
Performance Improvement Plan (PIP)	Two weeks in a row below target, or a serious conduct issue	A written plan with 2 to 3 specific, measurable goals, support offered (training, shadowing, extra QA), and weekly check-ins, usually for 30 days
Plan outcome	End of the plan	Goals met: the plan closes and you continue normally. Goals not met: you may move to a different campaign or role, or your time at Narqix may end.

A PIP is a genuine chance to succeed, not paperwork before an exit. Many strong Narqix people have completed one.

Critical breaches (dishonesty, data misuse, harassment, serious compliance violations) may skip these stages. See Code of Conduct.

Never do this: Never hide a problem to protect your scores. Never ask a teammate to cover a mistake. Never discuss your review or a teammate's performance with clients.

For Campaign Leads: coaching standards

Weekly scorecard review with every team member, without exception.
Coaching within 3 working days of any below-pass QA score.
Praise in public, correct in private.
Every piece of feedback tied to evidence and one clear next behaviour.
Notes of every coaching session and PIP check-in kept in the team member's record.
Fatigue and wellbeing checked monthly. Look for sleep issues before assuming effort issues.

Check yourself

How often is your scorecard reviewed?
A QA score comes back below pass. How soon is your coaching session?
What are the six steps of a Narqix coaching session?
What triggers a Performance Improvement Plan?
Name two ways to receive feedback well.

Answers

Every week, with your Campaign Lead.
Within 3 working days.
Look at the evidence, ask first, name one focus, show the better version, practise it, agree and follow up.
Two weeks in a row below target, or a serious conduct issue.
Any two: listen fully, ask for the example, separate the work from yourself, repeat back the focus, act visibly, disagree respectfully with evidence.