Start Here

Welcome

You have joined a company with a simple promise to its clients: we do not send people, we deliver working operations. A client who works with Narqix gets a trained professional, a lead who manages the work, a quality team that checks it, and a system that keeps it running when life gets in the way.

Narqix Academy is how that promise becomes real. It is the single source of truth for how we work. If a client, a lead and this Academy ever disagree, ask your Campaign Lead. Until then, the Academy is the standard.

This is not a set of rules to memorise and forget. It is the playbook that makes you better than most people doing this work anywhere in the world. Read it, practise it, and come back to it often.

How the Academy is organised

Section	What you find there	Who reads it
Start Here	Welcome, how Narqix works, your first week, your setup, career path, FAQ	Everyone, first
Narqix Standards	The rules every team member follows: conduct, attendance, communication, reporting, escalation, security, quality, AI use, calling compliance, health, reviews	Everyone, before going live
Core Skills	Skills every role needs: phone mastery, US culture, email, CRM notes, time zones, typing, difficult conversations, self-management, learning a client fast, plus core call scripts	Everyone, before going live
Track sections	Real Estate, Transaction Coordination, Solar, HVAC and Home Services, Property Preservation, Strategic Funding, Back Office and Admin, Customer Support	Only the track you are assigned to
Specialist Standards	Standards for specialist work such as design, video, development and CRM building	Specialists
Script Library	Every approved script, searchable by track, role and stage	Anyone who calls, texts or emails customers
Templates and Tools	Ready-to-copy templates: reports, notes, checklists, trackers	Everyone
Quizzes and Certification	Section quizzes and certification steps	Everyone

How every page works

Every page in the Academy follows the same pattern, so you always know where to look.

1. The purple header tells you who the page is for, what you will be able to do, and how long it takes.
2. The body explains the skill or rule, with real examples.
3. Coach's notes (grey, with a target icon) share the insider habits that separate good from excellent.
4. Never do this boxes (red) are hard rules. Breaking one can end a campaign or a career. There is no "small" version of these.
5. Check yourself questions at the end let you test your understanding before you move on.

Find your learning path

Everyone completes the Foundation Path first. Then you add the path for your role.

Foundation Path (everyone, about 8 to 10 hours)

1. Start Here: all pages, in order.
2. Narqix Standards: all pages. Pay extra attention to Data Security and Privacy, the Escalation Ladder and, if you will call or text, Compliance Basics.
3. Core Skills: all pages that apply to your role (see the table below).
4. Pass the Foundation quiz in Quizzes and Certification.

Role paths

If your role is...	Core Skills focus	Then study
Cold Caller, SMS Agent, Appointment Setter	Phone Mastery, US Culture and Geography, CRM Hygiene, Handling Difficult Conversations, all core scripts	Your track section (Real Estate, Solar, HVAC or Strategic Funding) and its scripts
Lead Manager, Acquisitions support, Dispositions	Everything in the row above, plus Professional Email Writing and Time Zones and Scheduling	Real Estate Track, then Transaction Coordination basics
Transaction Coordinator	Professional Email Writing, CRM Hygiene, Time Zones and Scheduling, Typing and Accuracy	Transaction Coordination
CSR, Dispatcher, Confirmer	Phone Mastery, US Culture and Geography, Time Zones and Scheduling, Handling Difficult Conversations, core scripts	HVAC and Home Services or Property Preservation
Back Office and Admin	Professional Email Writing, CRM Hygiene, Typing and Accuracy, Time Zones and Scheduling, Learning How to Learn a New Client	Back Office and Admin Track
Customer Support Agent	Professional Email Writing, Handling Difficult Conversations, Phone Mastery (if voice), CRM Hygiene	Customer Support Track
Processor, Lead Qualifier (funding)	Phone Mastery, Professional Email Writing, CRM Hygiene, Typing and Accuracy	Strategic Funding Track
Specialist (design, video, development, CRM build)	Professional Email Writing, Learning How to Learn a New Client, Self-Management	Specialist Standards

Certification path

Certification tells you, your lead and the client that you are ready. Each step must be passed in order.

Step	What it proves	How you pass
1. Foundation Certificate	You know the Narqix Standards and Core Skills	Foundation quiz at 80% or higher. The security and compliance questions must be 100% correct.
2. Track Certificate	You know your industry and your role	Track quiz at 80% or higher, plus a written exercise checked by QA (for example a set of CRM notes or an email)
3. Live Readiness	You can do the job under real conditions	Role-plays or practice tasks scored by QA at the pass mark for your role, then a supervised first live shift
4. Level Certifications	You are ready to move up (Associate, Senior, Lead)	See Career Path and Levels at Narqix
Refreshers	You stay current	Compliance and security refreshers every quarter, and whenever a rule changes

If you do not pass a step, that is normal and fixable. Your Campaign Lead or trainer will show you exactly what to review, and you can retake it.

How to use the Academy day to day

• Search first. Before you ask a question in your team channel, search the Academy. If the answer is there, you learn faster. If it is not, tell your lead so we can add it.
• Keep your track page and scripts open during your shift. Nobody expects you to remember everything.
• Report mistakes. If a page is wrong, unclear or out of date, tell your Campaign Lead. Every report makes the Academy better for the next person.
• Your client's instructions sit on top. Each campaign has a Client Playbook with that client's specific rules. When the Playbook is more specific than the Academy, follow the Playbook, unless it breaks a red rule.

Check yourself

1. Which section do you read first, and which section do you read before going live?
2. What do the grey and red boxes on each page mean?
3. Which questions in the Foundation quiz must be 100% correct?
4. Your client's Playbook says something different from the Academy. What do you do?
5. You find a page that looks out of date. Who do you tell?

Answers

1. Start Here first. Narqix Standards and Core Skills before going live.
2. Grey boxes are Coach's notes (insider habits). Red boxes are hard rules that must never be broken.
3. The security and compliance questions.
4. Follow the Playbook when it is more specific, unless it breaks a Narqix red rule. If it does, stop and tell your Campaign Lead.
5. Your Campaign Lead.

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