March 13, 2017

Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, and 42 employee volunteers removed weeds and shrubs across a 1-hectare reforestation area of the Mananga Watershed and Forest Reserve in Cebu, Philippines. This maintenance phase of work marks the next milestone in the company’s two-year commitment to assist the Philippine Business for Social Progress (PBSP) in rehabilitating 29,062 hectares of land.

Qualfon Cebu Reforestation Project 2017

Photo: Qualfon employee volunteers, PBSP representatives, and members of the Armed Forces work together to plant 2,500 indigenous trees that will help protect the Mananga Watershed in Cebu, Philippines

In late February, 42 Qualfon Cebu employee volunteers joined six PBSP representatives and 16 members of the Armed Forces removing weeds and brush that were crowding out tree seedlings planted back in July 2016. Within Qualfon’s adopted plantation, volunteers also replanted any dead seedlings to ensure an 85% survival rate. The continued care is just part of Qualfon’s pledge to the reforestation project.

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March 6, 2017

Employees Recommend Working at QualfonQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, released the results of a survey that shows 82% of employees would recommend working at Qualfon to a friend or family member. The You Matter with Mike survey polled employees at all levels of the company, and the majority are pleased with Qualfon as an employer:

  • 82% of all employees agree or strongly agree that they would recommend working at Qualfon to a friend or family member
  • 81% of agents agree or strongly agree that they would recommend working at Qualfon to a friend or family member

“Qualfon’s employee recommendation rate is strong,” said Mike Marrow, CEO, Qualfon. “The fact that 82% of our employees would recommend us makes me proud to be part of the Qualfon family.”

That “sense of family” is exactly what executives believe is driving employee satisfaction. Qualfon has been building the company culture around its mission: “Be the best BPO. Make people’s lives better.” Over the past five years particularly, the Qualfon Mission Office has made significant investments in each person, rolling out a comprehensive system of services to support employees, families, and communities. Mission Office programs are designed to care for employees personally and professionally, developing their total vocation—not just as employees but also as individuals and members of society. The benefits range from free chaplain services and educational opportunities to employee-run fun clubs and ways to get involved with local charitable organizations.

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February 27, 2017

Virtual Train sliderQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, is now using a virtual platform to deliver its Training Certification program, reducing costs and allowing attendees to better collaborate and network across multiple locations.

“Teaching is a skill that is extremely important at Qualfon. Whether it’s our new-hire trainers onboarding new employees or our Qualfon University trainers providing leadership courses, this helps us deliver superior service to our clients and customers,” explained Jeremy Lunnen, Leadership Development Programs Manager, Qualfon.

Qualfon Trainer Certification Mexico CityOften referred to as “train the trainer,” the new online class allows Qualfon to unite trainers from across the country and the globe into a single environment where they can learn from each other.

“Now we can conduct the training for several locations at one time and give our trainers another opportunity to interact,” said Kathy Flowers, Global Director of Learning and Development, Qualfon. “Combining these groups creates a better experience for trainers and ultimately for their students too.”

Photos at Right: Employees from across the Philippines and Mexico display certificates marking them as Qualfon Certified Trainers

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February 20, 2017

Users SummitEvent Postponed due to Weather!
We apologize for any inconvenience. We are currently working to identify a new date for this event.

Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, will host a one-day event for health insurance clients to focus on delivering high-quality service experiences in today’s shifting healthcare environment. The March 16th Users Summit is designed to create a shared environment where multiple companies can collaborate around open enrollment procedures, onboarding processes, and service innovation.

“We’re finding that our health insurance clients need more opportunities to network with each other; therefore, Qualfon is hosting more joint events where we can work creatively as partners taking strides toward the same service goals,” said Rob Marshall, V.P. of Client Relations-Healthcare, Qualfon. “Our clients are facing changes on the horizon with the Affordable Care Act and increasing pressure to build a more consumer-focused business, so there is a lot to talk about right now in the industry.”

The March 16th agenda includes open discussions around proactively managing uncertainty in the healthcare market, debriefing open enrollment successes and failures, as well as exchanging tips and techniques for exceeding today’s policyholder expectations in the contact center. The detailed agenda includes:

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February 13, 2017

Qualfon Summit 2017 Haven for Hope Check PresentationQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, donated 50 blessing bags and presented a large monetary donation to Haven for Hope, a 22-acre campus that helps people in San Antonio, Texas address the root cause of homelessness. The support effort was part of Qualfon’s annual Leadership Summit, which brought together more than 140 employees just a few miles away from the campus of hope and new beginnings.

Photo at Right: Roberto Sanchez Mejorada and Dolores Torres present a donation check to Haven for Hope representatives

“With Qualfon’s mission to be the best BPO and make people’s lives better, our company aims to make a positive impact on people wherever we go,” explained Tracy Flanigan, Senior Project Manager, Qualfon. “In addition to the contributions from our leadership team, many of our employees from across the USA made personal donations that significantly increased our monetary gift and the number of blessing bags we donated.”

Blessing Bags

Blessing bags are gallon-size sacks stuffed with toiletries, snacks, and basic essentials for everyday comfort. As part of the Leadership Summit, employees were invited to assemble all the collected items into bags for distribution.

“Blessing bags seem like a simple gift, but they really serve as a channel to reach those in need. Even our San Antonio host hotel, the Sheraton Gunter, donated soaps and lotions to help out! It truly was a community effort,” said Flanigan.

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January 30, 2017

Qualfon_Group_Photo_Summit_2017Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, held its annual leadership summit last week in San Antonio, Texas, during which executives and leaders gathered from across the globe to recognize recent achievements and chart a course toward the company mission: “Be the best BPO. Make people’s lives better.”

During the event, CEO Mike Marrow recognized employee efforts that were instrumental in advancing the company in 2016. The third annual CEO Shining Star Awards were presented to seven leaders whose personal contributions stood out among the rest. The winners are:

Abril Aramburu, Human Development Manager, Mexico City, Mexico: For her passion and unwavering dedication to serve the needs of others, adding value to both operational efficiency and effectivenessQualfon Summit 2017 - 208 - Shining Star Award Winners

Jewel Bowers, Operations Director, San Antonio, Texas: For her persistence in the pursuit of excellence, driving a culture of continuous improvement and momentum toward results that exceed all expectations

Kristie Chappell, Accounting Service, West Chester, Pennsylvania: For her ability to successfully tackle the toughest challenges, handle conflict with patience and grace, and incite passion and inspiration into those around her

Kamaria Crawford, Senior Operations Manager, Georgetown, Guyana: For her creative and mindful leadership that drives customer care results while also encouraging employees to find a healthy work-life balance

Chad Jumalon, IT Corporate Director, Cebu, Philippines: For his responsiveness, personal reliability, and steadfast work ethic that empower the company to move fast and attain operational excellence

Jeremy Lunnen, Leadership Development Programs Manager, Liberty Lake, Washington: For his vibrant leadership and dynamic teaching skills that create a heightened sense of community and inspire others to learn and grow

Renea Malara, Benefits Manager, Fort Collins, Colorado: For her tireless contributions, management skills, and service-focused strategies that keep the employees informed, the department on track, and the company in compliance

“You are an inspiration to the executive team and to your colleagues and peers,” said Mr. Marrow, as he addressed the Shining Stars from the podium. “Thank you for your service and dedication to Qualfon. It is your management skills, your mentoring techniques, and your ability to be effective messengers that allow us to achieve our mission.”

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January 9, 2017

Qualfon Fort CollinsQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, has 150 employment opportunities in Fort Collins, Colorado that it aims to fill very quickly. The contact center job opportunities include customer service and inbound sales positions serving some of the largest consumer brands across multiple industries. On-the-spot interviews will be held on Tuesday, January 17th, 9 a.m. to 7 p.m. at the Cambria Hotel & Suites located at 2921 E. Harmony Road, Fort Collins, CO 80528.

Job Fair: On-the-Spot Interviews

Walk-in applications are welcomed and will be interviewed on a first come, first served basis. Scheduled interview appointments are also available after applying online. Premium appointments with scheduled interview times will be provided to those who apply online in advance at Qualfon will contact applicants to schedule an appointment and will review applications before the interview. Recommended: Please bring to the job fair two forms of identification and a resume (paper or electronic).

  • Fun and casual work environment
  • Inbound calls only—Qualfon employees don’t call customers, customers call Qualfon employees!
  • Great pay, incentives, and benefits
  • Work with some of the largest consumer brands in telecommunications, online retail, identity theft protection, and entertainment
  • Join Qualfon’s fun clubs, volunteer opportunities and more
  • Qualfon’s mission is: “Be the best BPO. Make people’s lives Better.”

“This is a casual work environment and a casual job fair event to help people in the community get to know Qualfon. So, we encourage anyone who thinks they might be interested in working here to come in, complete an application and speak to our hiring team to see if Qualfon is the right fit,” said Janet Dickinson, Talent Acquisition Manager, Qualfon Fort Collins.

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January 3, 2017

colin-conner4Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced the appointment of Colin Conner as Vice President of Business Development. Colin brings over 18+ years of sales and consulting experience in the BPO marketplace and will lead Qualfon in driving revenue growth in the healthcare and property and casualty (P&C) verticals.

Colin is an accomplished business success architect and change agent for healthcare, financial services, and insurance companies. His broad experience includes leading sales and operations channels at the same time. Understanding the unique challenges facing the insurance verticals, Colin has proven success in designing contact center solutions that propel companies of all sizes. In addition to directly managing up to 1,800 employees and operating budgets over $165 million, Colin has closed sales in the communications, technology, financial services, utilities, and retail industries. He has also placed business across the U.S. and in Europe, Asia Pacific, Latin America, and the Caribbean.

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November 28, 2016

six-sigma-gradsQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, reported today that during 2016 an additional 493 contact center managers and supervisors have earned their Six Sigma Green Belt certification through Keisen Consulting and Qualfon’s Leadership Academy. The achievement marks another step forward in Qualfon’s effort to certify every supervisor in Six Sigma practices. Since the start of the initiative, the total number of certified leaders has now risen to a total of 812.

“With more Green Belt certified leaders in the Qualfon management team, we aim to reach new standards of operational excellence and build a stronger culture of continuous improvement,” explained Al Barrenechea, Qualfon University Director, who manages the program. “This is all part of our plan to become the best BPO and make people’s lives better, as our company mission states.”

Photo at Right: TOP – Qualfon Cebu Operations Supervisors celebrate graduation. BOTTOM – Leo Corsiga, Cherry Mae Nuñez, Angelita Mia Famadico, and Lyna Tagalog show off their graduation rings

Qualfon’s Leadership Academy is a company-wide initiative that requires contact center supervisors, managers, and leaders to complete 19 management courses and attain Six Sigma Green Belt certification through an independent certification company. Qualfon partners with Keisen Consulting in Mexico City to support education and certify employees in Six Sigma practices.

“Six Sigma is the gold standard for process improvement in the contact center industry. We’re very proud of these individuals, whose accomplishments reflect highly on our management team. Clients who choose Qualfon get a partner who actively invests in the development of front-line management, bringing leadership closer to the point of service,” said Mike Marrow, CEO, Qualfon.

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November 21, 2016

haven-for-hope-and-qualfon-birthday-party-for-resident-childrenQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, announced today that its partnership with Haven for Hope is expanding with multiple employee volunteerism programs that provide fun activities for Haven for Hope residents and members in San Antonio, Texas. Qualfon’s employee-run fun clubs are spearheading the efforts, coordinating birthday parties for children and offering crafty entertainment for both adults and children. Haven for Hope is a 22-acre campus of hope and new beginnings providing transformational services to help people address the root cause of homelessness.

Photo at Right: Qualfon employee volunteers wear colorful t-shirts as they host a birthday party for resident children at Haven for Hope

“Our partnership with Haven for Hope continues to blossom,” said Steve Tatarian, V.P. of Operations at Qualfon San Antonio. “Qualfon’s fun clubs are a great complement to Haven’s programs, and our employees are eager to put their skills and talents to work for the hundreds of people that Haven for Hope serves every day.”

In August, the Qualfon E.C.H.O. (Everyone Can Help Others) fun club assisted Haven in hosting a birthday party for resident children. The party is now a monthly tradition and ongoing program. With the helping hands of 25 Qualfon volunteers, E.C.H.O. provides party planners, pizza, cake, gifts, and games for a gaggle of youngsters ages 1 to 16.

Other employees and fun clubs quickly followed suit. The Art Club and book club (called a Novel Idea) started experimenting with art activities and reading groups for both children and adults at the campus. Those activities were well received, and starting in January 2017, the Puzzle Club, Sport Club, and Music Club will join their efforts, adding a larger variety of entertainment through Courtyard Gathering events.

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