Growing the Qualfon Mission: 1,109 Six-Sigma-Certified Leaders

June 5, 2017

Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, reported that it now has 1,109 employees who have earned Six Sigma Green Belt certification. The achievement marks forward progress in Qualfon’s effort to certify every supervisor and leader in Six Sigma best practices for process improvement.

“With more than 1,100 green-belt-certified employees, Qualfon has established a leadership culture that is unique in the industry. We’re not aware of any other BPOs that have made this across-the-board commitment to Six Sigma. But at Qualfon, it has sparked an organizational mindshare around standard processes for continuous improvement in our contact centers,” said Al Barrenechea, Director of Qualfon University.

Qualfon recently exceeded 90% attainment of all client KPIs (Key Performance Indicators), and company leaders attribute that success at least in part to the global infusion of Six Sigma practices. Qualfon’s KPIs are measured at an enterprise level and have been steadily climbing over the past two years, since the Six Sigma and Leadership Academy initiative was put into place.

Leadership-AcademyInvesting in people and developing employees both personally and professionally is a strategic goal of the Qualfon Mission Office. As a division of the Mission Office, Qualfon University and the Leadership Academy program provides 19 management training classes (65 hours of learning) and access to Six Sigma Green Belt certification through an independent certification company, Keisen Center International. Proactive training is also a part of the program. To ensure Qualfon is proactively building a leadership culture, contact center agents who meet the necessary performance and aptitude criteria begin training well before they take on supervisor responsibilities. Supervisor Readiness training also prepares contact center agents for promotions, affording Qualfon the talent needed for scalable, sustainable leadership.

Interest at the agent, non-supervisor level is strong, which is creating enthusiasm and “driving performance improvements more easily,” added Barrenechea. “With our ‘no supervisor left behind’ approach, this initiative is making Qualfon #1 in leadership excellence and continuous improvement.”

Qualfon’s Six Sigma certified supervisors span the globe across the Philippines, Guyana, Mexico, and the U.S., and the total number is expected to increase later this year, when Qualfon offers the certification course again. Assisted by the Keisen Center, Qualfon University conducts the initial Six Sigma educational courses. As the certification entity, Keisen then manages exams, grading, and the green belt award process. The Keisen Center was founded in Mexico City in 1990, and its President, Dr. Ricardo Hirata Okamoto, was a disciple of Dr. Kaoru Ishikawa, who is known as one of the fathers of Total Quality principles.

“This independent and prestigious certifier is a key component of our leadership development model and resulting success,” added Barrenchea.

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 13,000 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.