Emily Academy is the evaluation and rewards module of MyVirtualBPO — what the operation calls Evaluación y Seguimiento. Every Emily carries one composite score built from six weighted dimensions, sits a monthly exam, and races for Emily Miles. Nobody is graded on a feeling.
The whitepaper asked the question in 2021. This is the answer the operation runs on today: a composite score where every dimension has a weight, a source system and an owner. No dimension is self-reported.
Those six weighted points add to the composite — 85.0% in this example. That is the number on the dashboard, on the scorecard and in the bonus decision.
The composite lands in a band, and the band is the rule — not a conversation. From band 4 up, the bonus is earned automatically.
Every month each Emily is scored against her objectives and key results — each KR on a 1 to 10 rubric, by her evaluator, on the record. That exam produces the monthly score, and that score is the OKR/Quality dimension.
Service delivery, CSAT, responsiveness and ESAT come in the same sheet, so the client's experience and the Emily's grade are the same document.
Scores turn into points, points into Emily Miles, and Miles into medals, the podium and the store. It is the same data as the scorecard — just the side of it people actually want to look at.
Top three each month, by line of business and company-wide.
Points accumulate across months and never reset.
Current band, target band and the gap, in points.
Miles are spent — the reward is real, not a certificate.
This is what Emily Academy actually is inside MyVirtualBPO — not a course catalogue, a system of record. Every block feeds a dimension of the score.
The training pensum, the workshops, the onboarding and the instructor sessions. How to Manage a Remote Team is taught here by Joe Da Silva — five classes, recorded in the hub, not a live-only webinar.
Course progress and the Awards Wall are on the same screen, so the points earned and the lessons completed never live in different places.
Traction efficiency against the SOW, Teams and SharePoint reporting, NPS — then the Emily Academy Scorecard for training and development, and the ActivTrak focus score for attendance.
The Measuring Ranges rubric is printed next to the result, and the observations are signed and dated. When it says Coaching Needed, that is a decision, not an opinion.
Productive hours per day, collaboration and focus time, break trend and utilisation level per user — healthy, underutilised or overutilised.
This is the 25% of the Emily Score that nobody types in by hand.
Pending and completed tasks, the composite score with its band and bonus flag, the monthly goal gauge, the quality score and the day's calendar — sent at the end of every shift, copied to the account manager.
What worked well. What did not. What ideas can you suggest. What questions do you have. Each entry carries its ISO 9000 area, and the deviations and questions become committee tickets on their own.
It is the week's honest record — and the reason the monthly exam is never a surprise.
The Learning dimension is not attendance at a webinar. Every Emily specialises in one of five lines of business, each a full hard- and soft-skill curriculum mapped to a real client role.
Business English e-mail, meetings, travel, goal setting, basic finance, difficult customers, emotional intelligence.
Best practices, rep well-being, closing techniques, active listening, rapport, rebuttals, Excel 101.
Content, design trends, motion graphics, Photoshop, infographics, social media and web management.
Database core concepts, CRM and Excel, entity-relation diagrams, mind mapping, Power BI.
Cold calling structure, the art of closing, sales at Virtual Emily, motivation, CRM best practices.
The cross-track boot camp — pitch, problem-solve and prove yourself under pressure.
Training does not end at onboarding. The week has a shape, and the shape is what keeps the score moving.
What's hot, what's not and what's needed — before the day runs.
Productivity, goals and support with your manager. Nobody drifts.
Emilys pick a topic, prepare it and teach it back — the Academy in action.
Every line of business gathers to name the month's standouts.
Apply once, get trained and certified, and get showcased on YourTalentFinder — with a score that travels with you.