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.

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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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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.

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