March 8, 2013

Experienced BPO executive brings more than 18 years of experience to Qualfon team

Tampa, Florida – March 8, 2013Qualfon, a leading business process outsourcing (BPO) and call center service provider, announces the appointment of John Yanez as Executive Vice President of Client Relations.

Mr. Yanez brings more than 18 years of senior-level management BPO experience to Qualfon. His ability to develop deep client relationships by focusing on the client’s needs, developing tailored solutions, and ensuring delivery excellence is what makes him an important addition to Qualfon’s global leadership team.

“Our mission is to be the outsourcer of choice for every client, and John has ability to ensure that mission is realized for Qualfon. He is able to work closely with clients and service delivery teams to ensure great performance; however, he also knows it takes more than that to be the outsourcer of choice. John listens to clients and understands their business needs.  This enables him to create opportunities to drive greater business value for them,” said Bob Dechant, Chief Sales and Marketing Officer, Qualfon“John is a welcome member to the Qualfon family and with our growing client base, he is critical to our future success.”

Prior to joining Qualfon, Mr. Yanez served as Vice President and General Manager for Stream Global Services, where he was responsible for managing a client business unit driving strong value add client solutions across service delivery sites in North America, Central America, Europe, Africa, India, and the Philippines. While at Stream, Mr. Yanez established high client retention while he delivered significant growth through his client relationships. Prior to joining Stream, Mr. Yanez served as Senior Vice President, International Markets at TeleTech Holdings, where he had full responsibility for the service delivery of clients generating $550M in revenues and driving retention and growth for all international clients. Mr. Yanez has also held senior level management positions at InterSight Technologies and Equifax Canada.

“I am excited to be joining an organization with strong values and that is focused on people. I strongly agree with Qualfon’s approach that you invest in the well-being of your own people and, in return, they will take better care of customers and clients. This is demonstrated by our significantly lower attrition, which enables us to provide highly tenured and highly engaged people who are delivering a better customer experience and top-ranking performance for our clients. I am thrilled to be joining an excellent executive team and to be part of the Qualfon family.”




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March 4, 2013

Shelbyville, Kentucky, March 4, 2013 – Qualfon announced today that is has acquired the Data Control Group (DCG), a business process outsourcing (BPO) company specializing in back-office processing for the title, mortgage, banking, insurance, and a variety of other industries. Together, the companies offer a broader set of high-quality complementary services and expanded delivery locations. DCG provides back-office processing solutions that complement Qualfon’s customer service solutions, including sales, care, and technical support. In addition, DCG now adds United States and China geographies to Qualfon’s existing global footprint of Mexico, the Philippines, Costa Rica, and Guyana.  DCG will become a division of Qualfon called Qualfon Data Services Group (DSG).

With roots dating back 25 years, DCG provides expertise in analyzing, redesigning, and operating back-office solutions that improve accuracy into the 97% – 99.9% range with an average cost-savings of 15% for onshore and 40% for offshore solutions. It operates with a staff of approximately 900 professionals in two locations in the United States, including Kentucky and upstate New York, as well as three offshore centers: two in China and one in the Philippines.

“We are excited about DCG joining the Qualfon family because we are two fast-growing companies in the BPO industry that share the same values. It is easy to understand the benefits of brining the two companies together,” said Mike Marrow, Qualfon CEO. “We can now offer our growing client base a wider range of top-performing business process outsourcing services at a significantly lower cost structure compared to the industry.”

Peter Lutz, Senior Vice President of Data Control Group explained, “Qualfon is the right cultural and business fit for DCG. We needed to expand our operations due to our high growth, but wanted to maintain our people-first approach. Qualfon is a high-growth company with rapidly expanding operations. It can effectively do this because it is a privately held company with significant cash reserves. When I learned that Qualfon is dedicated to its mission of ‘Making People’s Lives Better,’ it was an obvious match.”

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February 27, 2013

Atlanta, Georgia – February 27, 2013 – Qualfon, a leading business process outsourcing (BPO) and call center service provider, today announced the appointment of Roberto Sanchez Mejorada as Chief Mission Officer. Qualfon’s mission is to help as many people as possible pursue their total vocation—both as individuals and as members of society—by creating an ever-growing number of job opportunities as it strives to become the outsourcer of choice for its clients. The short version of the mission is, “Making People’s Lives Better.” Qualfon focuses on making people’s lives better by investing in the well-being of its people who, in return, take better care of customers. The people of Qualfon also extend the mission to making better the lives of their families, friends, and those in the community.

As Chief Mission Officer, Roberto Sanchez Mejorada will spearhead programs that will help Qualfon achieve its mission, including core values development and reinforcing the strong sense of social responsibility of the corporation and its people. He will also develop opportunities for employees to improve their workplace, physical health, and personal development. All this is will be done through appreciation of diversity and deep respect for each person and all stakeholders.

“Qualfon has a unique culture that is critical to our long-term success. We are excited to add Roberto to the Qualfon leadership team as we work together to help our people become involved beyond their daily work duties and actively participate in shaping the corporate culture and our local communities,” said Michael P. Marrow, Qualfon CEO. “I am confident that Roberto’s successful experiences at highly regarded institutions, combined with his passion and drive, will position Qualfon and our people to grow and broaden their strength and reach.”

Most recently Mr. Sanchez-Mejorada held the position of Director of Communications and Institutional Development for Anáhuac University in Mexico City. As director, he led many initiatives that improved the quality of the university programs and expanded the facilities of Anahuac Campus. The main project to which he contributed with his alma mater was the capital campaign, “Proyeccion Anahuac,” that raised $70 million from different constituencies.

“I am excited for the opportunity to help embed Qualfon’s core values more deeply throughout the organization at such a transformational time of growth,” said Sanchez-Mejorada. “This position shows our leadership’s commitment to our people, our culture, our values, and our mission in making people’s lives better.”

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February 20, 2013

New Qualfon site provides real jobs to the local community

Qualfon Managers with Senator, Congresswoman and MayorDumaguete, Philippines – February 20, 2013 – Qualfon, a leading business process outsourcing (BPO) and call center service provider, today announced the launch of a second Dumaguete Qualfon facility. The new facility is four floors, over 24,000 square feet, and has a capacity of over 1,300 seats.

Dignitaries, together with Qualfon employees, dedicated the new facility. Dignitaries included Senator Franklin Drilon, Congresswoman Jocelyn Limkaichong, and the Mayor of Dumaguete, Manuel Chiquiting Sagarbarria.

“We are proud to have Qualfon in this Negros Oriental. They have been great for the province and the city of Dumaguete and have become the employer of choice for many people. They are now the largest contact center / BPO organization here and continue to grow and bring more jobs and career growth opportunities to our people and have stimulated the economy in Dumaguete and the rest of the province,” said Congresswoman Jocelyn Limkaichong.

Senator Franklin Drilon keynoted the inauguration ceremony. In his speech, Senator Drilon highlighted how this new Qualfon site provides real jobs to the local community. He continued to say the goal leading into 2016 is for IT-BPO to contribute around $25 billion to the nation’s GNP.  The national government is supporting the IT-BPO industry, by instituting incentives and substantial funding for scholarships to develop the workforce talent in this sector.

“Qualfon has been operating in Dumaguete since 2010 and we are honored to recognize this new facility, as well as our employees, and show them that we are proud of their contributions as members of the Qualfon family,” said Scott Warner, Site Director of Qualfon Dumaguete. “The dedication of this building represents our renewed commitment to them and our Dumaguete community.”

Unfortunately, the trip and visit to Qualfon Dumaguete of President Benigno Aquino III was canceled due to stormy weather.

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February 12, 2013

Boston, MA – February 12, 2013 – Qualfon, a leading business process outsourcing (BPO) and call center service provider, today announced the appointment of Daniel K. Iles as Vice President of Business Development. Iles is a seasoned BPO executive specializing in telecommunications and technology sales, business development, and revenue generation.

“Dan brings a wealth of expertise to adeptly comprehend client challenges and convert that knowledge into actionable strategies. In particular, his experience with telecommunications and technology sector clients, plus the establishment and growth of global client relationships are a valued asset,” said Robert Dechant, Chief Sales and Marketing Officer, Qualfon.

Iles brings nearly eight years of BPO industry experience to his new role with Qualfon. Most recently, Iles was with Sutherland Global Services, where he held roles of increasing responsibility, ultimately serving as senior director of enterprise accounts and business development. Prior to Sutherland Global Services, Iles held executive sales management positions in the telecommunications sector for nearly twenty years, including general manager of  NEXTEL Communications, and regional vice president of Choice One Communications.

“I am excited to join Qualfon and contribute to a company with such an outstanding reputation in the industry. After tracking Qualfon’s progress for the past few years and speaking with their clients, I am looking forward to providing significant value to our clients, both through our unique culture and quality services,” said Iles.

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February 5, 2013

Cebu, Philippines – February 5, 2013 – Qualfon, a leading business process outsourcing (BPO) and call center service provider, is pleased to announce the addition of Steven L. Brownas the new site director for the Qualfon Cebu Philippines site.

Mr. Brown brings a unique depth of experience in managing United States domestic and Philippine call center operations since 1995. He led the start-up of two Philippine call center sites and consistently achieved #1 performance in KPI’s and quality across both United States and Philippine operations.   He has historically decreased absenteeism, attrition and exceeded Profit and Loss expectations within the centers he has managed.

“We are honored to have Steven join Qualfon.  I am confident that he will provide Qualfon with strong, disciplined professional operations management expertise to support our corporate growth initiatives,” said Alejandra Romero, Chief Operating Officer, Qualfon.

Mr. Brown has a Bachelor of Science Degree in Healthcare Administration and a Master of Business Administration (MBA) degree. Steve, a retired United States Navy Officer, has tremendous knowledge of Philippines culture. He was stationed in the Philippines from 1987 to 1994 and has been managing Philippine call center operations since his return in 2003.

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January 30, 2013

Qualfon, a leading business process outsourcing (BPO) and call center service provider announced its continued focus on growth and expansion of job opportunities in Guyana.  Qualfon’s legacy in the region dates back to 2005 as the second-largest, private employer in the country. The company currently operates one call center site with more than 1,200 employees and will be opening a second, state-of-the-art, 600-seat facility in 2013.

Qualfon met with Guyana President Donald Ramotar last week and discussed how Guyana continues its economic momentum and how Qualfon intends to put itself at the center of that growth. “Qualfon’s business is flourishing and we are investing heavily in our people. Guyana boasts a rich reservoir of talent and a quality workforce and it is the only native, English-speaking country in South America. From a cultural perspective, Guyana’s people have good understanding of the people of the United States. This provides us with a key competitive advantage that allows us to attract new clients,” continued Bob Dechant, Chief Sales and Marketing Officer.

Guyana is an outstanding global contact center location because of its proximity to the United States, with a direct, five-hour flight from New York’s John F. Kennedy Airport. The government of Guyana has been very proactive in terms of developing business and has been a great partner to Qualfon in fostering its success. “Qualfon is continuing its focus on expanding its operations and bringing progressive clients from the U.S. into Guyana for potential call center opportunities. We need highly motivated, customer service-focused employees,” said Mr. Dechant.

Qualfon’s mission is to make people’s lives better while being a world-class BPO. It is a leader in developing and caring for its people holistically. In addition, employees are supported by an extensive training program and have great opportunities to advance their careers. Individuals seeking career opportunities at Qualfon should contact the Recruitment Department at or call 220-3488 to schedule an interview.

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January 24, 2013

Boston, MA – January 24, 2013 – Qualfon, a leading business process outsourcing (BPO) and call center service provider, is pleased to announce the addition of Jesse Falero as client relations director.

Mr. Falero joins Qualfon with extensive call center management and business process outsourcing operations experience. Jesse comes to us from Stream Global Services, where he spent two years as senior site director for near-shore centers in the Caribbean, as well as managed Stream’s most tenured and experienced site in Tampa, Florida during a critical launch for a major client. Later, as business director, Jesse managed the technology/telecom vertical in emerging-market geographies. He successfully established and nurtured highly cohesive client relationships based on integrity and industry expertise, which led directly to strategic growth and to an improved end-user experience.

“We are extremely fortunate to have Jesse Falero join our operations team. His experience, enthusiasm, and drive will be instrumental in our continued growth,” said Bob Dechant, Chief Sales and Marketing Officer, Qualfon.

Mr. Falero also served as director of customer care operations for Supratelecom Information Systems and director of operations for Topp Service Solutions. He graduated from Florida International University with a Bachelor in Business Administration and served honorably in the United States Marine Corps, achieving the rank of sergeant.

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December 27, 2012

Guyana – December 27, 2012 – Qualfon Guyana hosted its first tree lighting and recognition ceremony on the lawns of the Qualfon Beterverwagting location in December. Qualfon is a leading business process outsourcing (BPO) and call center service provider and is a company committed to taking care of its customers, its people, and its communities.

The tree lighting ceremony was a celebration for Qualfon employees and an event to help support local community organizations. The event was inaugurated with welcome remarks by Country Manager Luanna Persaud, followed by steel pan renditions from the boys at St. John Bosco’s, as well as the girls from St. Ann’s, who thrilled the audience along with the Qualfon Guyana Choir.

Alejandra Romero, Qualfon’s Chief Operating Officer, recognized Qualfon employees and thanked them for their contributions and achievements.

The event concluded with the lighting of one of the tallest Christmas trees in Guyana, after which, Qualfon Foundation team members distributed gifts to the children of local orphanages.

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December 17, 2012


Dumaguete, Philippines – December 17, 2012 –  Qualfon, a leading business process outsourcing (BPO) and call center service provider, today announced that it is actively seeking to hire over 400 new customer service agents for its Dumaguete, Philippines customer contact center.

Qualfon’s current hiring program in Dumaguete will support current clients through the remainder of 2012 and beyond. Qualfon is looking for applicants with prior contact center service experience, but will consider candidates with customer service expertise outside of the call center industry. Interested parties can apply in person by contacting Thirdy Teves, +63-35-421-0413, or by visiting

“We are honored to support local job growth and stability and to provide this quality work facility for both our existing and new people,” said Scott Warner, Site Director, Qualfon Dumaguete. “The value of Qualfon is our people. We are the preferred contact services outsourcing provider for our clients because we offer highly engaged people who provide an outstanding customer experience. We provide our clients a full range of care, sales, and retention services that deliver a performance higher than direct competitors and with significantly lower turnover rates. At Qualfon, we care for the entire person and have special programs to support our people, inside and outside of work.”

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