Career Path and Levels at Narqix

Growth at Narqix is earned and visible

At Narqix, moving up is not about who you know or how long you have waited. It is about evidence: your results, your quality scores, your reliability and how you treat people. Every requirement on this page is measurable, so you always know where you stand and what to work on next.

The four levels

Level	In one sentence	Typical time in level
Trainee	Learning the standards and the role under close supervision	Training plus the first 30 to 90 days
Associate	Delivering the role independently to standard	At least 6 months before Senior
Senior	Delivering above standard, handling complex work, helping others	At least 6 months before Lead
Lead	Running a campaign or a team, coaching others, owning results with the client	Ongoing

Beyond Lead there are roles such as QA Specialist, Trainer, Operations Manager and Account Manager. These open up as Narqix grows and are filled from strong Leads and Seniors first.

Level 1: Trainee

What you do: complete the Foundation Path and your track, pass certification, and work live under supervision. More of your work is reviewed and some of it needs approval before it goes out.

What we expect:

• Every report submitted, every shift, on time
• Scripts, SOPs and the Client Playbook followed closely
• Questions asked early, batched and clear
• Zero security or compliance breaches

To move to Associate:

• Foundation, Track and Live Readiness certifications passed
• QA average at or above your role's pass mark for 4 weeks in a row
• KPIs at or above the campaign's ramp-up target
• Attendance and punctuality at 95% or better, with no unreported absences
• No security, compliance or conduct issues
• Campaign Lead recommendation

Level 2: Associate

What you do: own your role on the campaign. You work independently, hit KPIs and need approval only for the things your Playbook says require it.

What we expect:

• KPIs consistently at target
• QA average at or above the pass mark every month
• Clear, proactive communication with your lead and, where allowed, the client
• Clean CRM records and notes that anyone could pick up and continue
• Helping a Trainee when asked

To move to Senior:

• At least 6 months as an Associate
• KPIs above target in at least 4 of the last 6 months
• QA average at least 5 points above your role's pass mark for the last 3 months, with no auto-fails
• Attendance and punctuality at 97% or better
• At least one documented improvement you suggested and helped put in place (a better template, a cleaner process, a script improvement)
• Senior Level certification passed (advanced quiz plus an assessed scenario)
• Recommendation from your Campaign Lead, approved by the Operations Manager

Level 3: Senior

What you do: handle the hardest work on the campaign: difficult customers, complex files, high-value leads, exceptions. You act as the first point of help for Associates and Trainees, and you cover for your Campaign Lead when needed.

What we expect:

• Results above target, consistently
• QA scores that others can learn from; your work is used as examples
• Peer support: answering questions, joining role-plays, reviewing a Trainee's notes
• Calm, accurate judgment in escalations
• Ideas that make the campaign better

To move to Lead:

• At least 6 months as a Senior
• Sustained above-target KPIs and QA scores
• Successfully covered for a Campaign Lead for at least two weeks in total
• Coached at least one Trainee or Associate to certification or measurable improvement
• Lead Level certification passed (coaching, reporting, escalation, client communication)
• Approved by the Operations Manager and Leadership

Level 4: Lead

What you do: run a campaign or a team. You set daily priorities, coach, review reports, manage schedules and backup, handle escalations and keep the client informed. You are accountable for the team's results, not just your own.

What we expect:

• Campaign KPIs and QA targets met
• Weekly coaching for every team member
• Accurate, on-time weekly reports to the client
• Attendance and backup cover managed without gaps
• A team culture of honesty, early escalation and continuous improvement

What can slow or stop progress

Factor	Effect
An auto-fail on QA (security, compliance, honesty)	Resets the QA window for promotion; may lead to a performance plan
An open performance plan	No level change until the plan is completed successfully
Unreported absence or repeated lateness	Attendance requirement not met for that period
Any dishonesty (false numbers, tracker manipulation, undone work marked done)	Serious disciplinary action, which can include ending your time at Narqix

How promotion decisions are made

1. You or your Campaign Lead raise readiness, usually at a monthly one-to-one.
2. Your lead prepares an evidence summary: KPIs, QA scores, attendance, improvement examples.
3. You take the level certification for the new level.
4. The Operations Manager reviews and approves (and Leadership for Lead level).
5. You receive written confirmation of your new level, pay band and start date.

If you are not approved, you receive specific written reasons and a plan with dates. Nobody leaves a promotion conversation without knowing exactly what to do next.

Check yourself

1. Name the four levels in order.
2. What is the minimum time as an Associate before you can become a Senior?
3. Your KPIs are excellent but you had a QA auto-fail last month. What happens to your promotion timeline?
4. A client offers you a raise to take on extra tasks. What do you do?
5. What do you receive if a promotion is not approved?

Answers

1. Trainee, Associate, Senior, Lead.
2. Six months.
3. The QA window for promotion resets, and you may be placed on a performance plan.
4. Thank them, do not accept, and tell your Campaign Lead. Pay and scope go through Narqix only.
5. Specific written reasons and a plan with dates.

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