Mentors, Managers, Messengers: Qualfon Training Shapes Employees into Mission Leaders

January 16, 2017

mentors-messengers-managers-image-1Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, is training its leaders to help the company take strides towards its mission: “Be the best BPO. Make people’s lives better.” The Qualfon Mission Leader curriculum provides all employees in leadership roles with the education they need to be effective mentors, managers, and messengers so they can infuse the mission and company values into everyday operations.

“Qualfon’s leaders must be empowered to support our mission and turn its lofty goals into real results across every department. Therefore, each person who is in a position to influence others must be educated on how to apply the mission to their work and on how to be the best leader they can be,” said Roberto Sanchez Mejorada, Qualfon Chief Mission Officer, who oversees the new program.

More than 1,060 managers, supervisors, and other leaders are currently working their way through 14 Mission Leader training sessions, which are offered in live, virtual classrooms once a month. The curriculum is divided into three sections, each focused on tools and skillsets that can help employees be better mentors, managers, and messengers—three roles that leaders commonly take and should feel confident in at Qualfon.


The curriculum draws tight parallels between Qualfon’s seven STRIDES values and the mentor, manager, messenger roles that serve as the foundation for training

Knowledge and resources shared during the sessions draw heavily on the teachings of well-respected authors and experts, including Stephen Covey, Dick Grote, Mark Hurst, and Peter Drucker. The manager sessions specifically center around Qualfon’s four agreements to be the best BPO:

  • Keep-Commitments@Qualfon
  • Add-Value@Qualfon
  • Move-Fast@Qualfon
  • Spend-Wisely@Qualfon

Other training topics include:

  • Attributes of effective mentors and messengers,
  • Acting strategically to help employees find their total vocation,
  • Making and sticking to a plan,
  • Creating cultures of collaboration to encourage continuous improvement, and
  • Celebrating the win.

“These courses are helping leaders commit themselves to carrying the company mission and values forward,” said Al Barrenechea Director of Qualfon University and frequent Mission Leader trainer. “The program is yet another catalyst in Qualfon becoming ‘the best BPO’ and truly ‘making people’s lives better.’”

About Qualfon

Qualfon is a mission-driven 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.