The Qualfon Story
As part of our mission to be the best and make each person’s life better, we focus just as much on adding value to our internal organization as we do to serving our clients. Healthy culture is established from the top down. We ensure Qualfon works hard to create a culture that serves all our employees and their families holistically with programs and principles that let us live our mission every day.
The more successful our businesses are, the more we can invest in our community-focused programs and initiatives and the better we can take care of our employees, their families, and the world around us.
Alfonso Gonzalez and his family, the Gonzalez-Fernandez family, founded the company based on their faith and desire to improve all aspects of human life. They consecrated Qualfon to God and wholeheartedly embraced the mission and STRIDES values, choosing to live them out every day with purpose, which at its core is driven by love, respect and dignity for all human beings and the world they live in.
Since our inception in 1995, we’ve invested more than $100 million in our mission efforts. We give our time, talents, and resources to the betterment of each and every person who works for us. This value is the bedrock of our company and has guided our leadership since the foundation of the company.
Our comprehensive management model includes a clear mission, values, strategic planning, operational processes, organizational structure, performance monitoring, employee satisfaction initiatives, and effective communication channels. Together, these elements help drive our organization towards our goals and foster a culture of continuous improvement.
To deliver the best services and solutions to our clients and their customers, we track, monitor, report, and take action on over 1,000 monthly KPIs. We have an average adherence rate of 93% for our KPI goals, thanks to bi-weekly and monthly check-ins to evaluate what our employees need to excel at their jobs. Yearly goals and five-year plans help us create a big-picture vision of where we’d like Qualfon to go over time, and the frequent check-ins ensure those goals are on track.
At Qualfon, our leaders are not just managers, they are Mission Leaders. They are trained as Managers, Messengers and Mentors, and we expect them to follow our Mission 360 framework to help improve the lives of our clients, their customers, our employees and the communities in which we live and work. Today, we have over 1,500 Mission Leaders within Qualfon.
We have an established global Mission Office and Chief Mission Officer who reports directly to our CEO. Our Mission Office supports more than 500 clients and thousands of our employees, their families, and their communities. More than 100 professionals work together to design, develop, and execute 30+ programs that range from food subsidies to college degree programs to community projects and more.
We operate a diverse global team, with 58 percent of our employees out of Asia, 24 percent of employees working from the United States, and 18 percent of employees in Latin America. Our office locations include Columbia, Costa Rica, Guyana, India, Mexico, Philippines and United States.
Our workforce is 58 percent women, and 73 percent of our associates are under the age of 45, with 1 percent being 65 or older. When it comes to tenure, 30 percent of our workforce has been with us for four or more years. Fifty percent of our Mission Leaders are women; 8 percent of our employees are African American and 7 percent are Caucasian.
In 2021, we were recognized by Comparably as one of the Top 100 Large companies globally that are “Best in Diversity.”
We respect and honor diversity of all kinds in our workplace. We honor everyone’s right to hold their own beliefs and exercise their personal freedoms, including the freedom of religion. Qualfon prohibits the discrimination and harassment of any employee or employee applicants on the basis of religion, race, color, national or ethnic origin, age, disability, sex, sexual orientation, gender identity and expression, veteran status or any other characteristic protected under applicable national, federal, or state law where the company operates.
Qualfon is committed to maintaining the highest standards of corporate governance, transparency, and accountability. We operate with integrity and comply with all applicable laws and regulations in each region we operate. We have established rigorous internal controls and we regularly assess and report on our performance.
One of the ways in which the Company ensures that it operates with an eye on governance is through various policies, processes, programs, and training to inform and shape behaviors and actions. Specifically, employees benefit from guidance in our Code of Ethics and our other policies such as Equal Employment Opportunities, Anti-Harassment Policy, Fraud, Waste & Abuse Policy, Anti-Discrimination Policy, Drug-Free Workplace Policy, Social Media Policy, Employee Welfare, Child Labor and Minority, and Mentoring and Performance Management Policy.
Aside from these policies, risk related training is made available across all levels such as HIPAA, PCI compliance, etc. These policies and training are communicated and reinforced through our Learning Management System, which requires attestations and passing quiz scores for all employees after joining the Company and annually thereafter.
At all times, we are committed to operating in all of our global communities in a manner to ensure that we operate in the most ethical manner. This means protecting and respecting the rights of our employees, including, but not limited to proper working conditions, fair wages and a zero tolerance on forced labor, child labor and other human trafficking practices; maintaining fair competition in our business; and not engaging in bribery or corruption.
All personnel who are responsible for hiring and promoting employees and for the development and implementation of our programs or activities are charged to support equal employment opportunity, to provide reasonable accommodation, and to respond promptly and appropriately to any concerns that are brought to their attention. All employees are encouraged to raise any concerns they may have as it relates to discrimination of any kind whatsoever without the fear of reprisal.
Approximately 50-60 percent of our global workforce works from home, with more than 85 percent of employees working off-site regularly. Not only does this arrangement help our associates balance their lives better, experts estimate that employees in our industry who work from home generate 55 percent less CO2 than employees who work onsite. We’ve also reduced our global travel by up to 40 percent, working collaboratively and virtually to reduce our impact on the environment. We estimate that since 2019, we’ve reduced our carbon emissions by up to 60 percent.
Qualfon is a global business process outsourcing (BPO) provider that helps companies grow revenue, improve customer experience, and streamline operations. The company delivers integrated solutions across marketing, sales, customer support, and back-office services.
Qualfon stands out by focusing on outcomes, not just operations. The company connects marketing, sales, and customer experience to drive measurable revenue growth, supported by a strong culture centered on people, performance, and purpose.
Qualfon supports a range of industries with complex customer journeys, including retail and ecommerce, financial services, healthcare, insurance, telecom and mobility, and other highly regulated or high volume sectors.
Qualfon uses a combination of trained teams, performance analytics, quality assurance programs, and continuous improvement processes to maintain high standards and deliver consistent results for clients.
Qualfon’s mission is to help businesses succeed by delivering exceptional customer experiences and driving growth. The company partners closely with clients, aligning strategies and execution to achieve long-term, measurable success.
