Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, has awarded Leadership Academy graduation certificates and held ceremonies to honor 301 employees in the Philippines and the U.S.
Qualfon’s Leadership Academy is a company-wide initiative that requires every contact center supervisor and leader to complete 19 management courses and achieve Six Sigma Green Belt Certification through an independent company. The 301 graduates have completed the core Leadership Academy courses and now stand ready to continue their education with Six Sigma Green Belt Certification.
Photo at Right: Qualfon leaders present graduation certificates to employees in Dumaguete, Philippines
With the new 301 graduates, Qualfon now has a total of 607 Leadership Academy certified leaders, marking a significant number that triggers a “cultural change effect on the company’s leadership,” according to Al Barrenechea, Qualfon’s University Director. “When employees go through Leadership Academy, Qualfon sees emerging leaders eager to dare to apply what they learned and further fulfill their vocations. This program is fundamentally transforming our leaders for the better. After our supervisors graduate a powerful shift occurs.”
“Our learners don’t want to just understand leadership skills, they want to live it, and we’re seeing that transformation as people apply their new knowledge,” said John Choi, Qualfon University Operations Coordinator. “We’re watching leadership training move from theory into real practices that make our supervisors and managers strong problem solvers and performance boosters.”
Jumary Carino, a Leadership Academy graduate and supervisor at Qualfon Cebu, Philippines said, “I can’t find the words to describe how grateful I am for this privilege. The certifications and the class ring are symbols of our new professional skills and signify how we will continue to make an impact on our agents, managers, and co-workers. This is just the beginning of my brighter future.”
Leadership Education: A Priority under the Qualfon Company Mission
Launched in the Fall of 2014, Leadership Academy is designed to provide leaders with the practical skills they need to be effective mentors, managers, messengers, and stewards of service quality. The online and traditional classroom courses include leadership and coaching, communication styles, contact center metrics, project management, conflict resolution and client management as well as Six Sigma certification, which culminates the program. For each leadership position, Qualfon tailors a list of required courses specific to their individual roles and responsibilities.
Leadership Academy falls under the larger umbrella of Qualfon University, Qualfon’s overall educational initiative that seeks to create an environment where employees are empowered to explore and apply their total vocation as professionals, as individuals, and as members of society. Qualfon also partners with local universities and professionals to provide educational services to its employees over and above Leadership Academy.
“Education is a primary motivator for people because it is a key factor for success,” said Roberto Sanchez Mejorada, Qualfon’s Chief Mission Officer. “When Qualfon aligns itself with the things that matter most to people we create a more meaningful and beneficial work experience for employees. This ultimately results in more value for employees, for Qualfon as a BPO company, and also for our clients who expect us to provide the highest quality service for their customers. When you think about how these elements are all interconnected, you see why Qualfon considers education a top priority. This is why we invest significantly in leadership opportunities for our employees.”
Qualfon is a mission-driven business process outsourcing (BPO) company and a global provider of contact center services and back-office processing. With experienced BPO leadership and a strong track record of business growth dating back to our founding in 1995, Qualfon helps companies reduce costs and deliver superior customer experiences. Today, we have approximately 12,000 employees serving international brands across many industries, and our intelligent outsourcing locations span the United States, the Philippines, Guyana S.A., and Mexico. Qualfon’s mission to “Be the Best BPO, Make People’s Lives Better” means we invest in our people and, in return, they take better care of you and your customers. Qualfon’s employee retention regularly exceeds the industry average, which creates a people-driven value chain: Our employees stay longer, providing you a higher quality service at a lower price.