This article is a contribution from Roberto Sánchez Mejorada, Chief Mission Officer, Qualfon.
A Beginning Rooted in Opportunity
Three years ago, thirty people walked into Qualfon looking to provide for their families and be part of a new program launch.
They were people with drive — mothers, veterans, high school and first‑generation college students, neighbors who simply wanted a chance. In November 2023, that first class began training. In February 2024, they took their first call. That call wasn’t just about insurance. It was about trust.
Built on Shared Values
Our client — a top Fortune 500 financial services company serving millions of members — expects excellence. They treat their customers as members of their family. And they chose us not because we were the biggest, but because we shared something deeper: a belief that when you take care of people, performance follows. And it did.
What started as 30 agents has grown to more than 200 licensed insurance agents. The program started solely focused on insurance but has expanded to multiple banking lines of business. From the first hiring wave in November 2023 to more than 425 agents in Highland Park today, the program continues to grow with expansion now underway in Harlingen, TX.
Investing in People
But the real growth wasn’t measured in seats; it was measured in lives. Many who joined were earning $15 to $18 an hour. We invested $6,500 per person to license them, plus weeks of paid training. They graduated, earning more than $22 an hour. For some families, that difference meant the first savings account, the first reliable car, the first month where rent wasn’t a fear.
One former licensed agent — a Marine — walked in as a team lead in that very first wave. He worked hard and earned respect from his agents, his colleagues, and our client. He earned every promotion: from Insurance Supervisor to Operations Manager. When we opened Harlingen, he relocated to lead performance. In two years, his income nearly doubled. No one handed him anything. He earned it. And that’s the culture at Qualfon.
"We don’t manufacture products. We don’t maintain or ship inventory. Our business is people. So we recruit carefully. We develop intentionally. We speak candidly about what’s working and what’s not, and we foster a culture of continuous improvement."
Performance That Speaks for Itself
Because we perform consistently, our client continues to grow with us. Our performance remains solid; in fact, we surpassed all metrics in 10 of the last 11 months. Not by accident but by foundation.
Walk the floor today, and you’ll meet a licensed agent from our first wave who became a trainer and proceeded to lead an entire class, from initial training through graduation, performing above every KPI within 90 days. You’ll meet leaders who were once agents themselves — because this program is too complex to lead without having lived it. You’ll meet employees who stop their Site Director in the hallway, unprompted, to say how proud they are to work here — and how they tell their families about it.
Making People’s Lives Better
This is what transformation looks like. A community once short on opportunity is now producing licensed agents, banking professionals, trainers, quality analysts, and operations managers. A partner who initially awarded us 200 seats now entrusts us with ongoing expansion.
The Ripple Effect
But the most powerful part? Even if someone leaves one day, they don’t leave the same way. They carry a professional insurance license or deep banking skills. They carry confidence. They carry the experience of being invested in. They are graduates of the mission. And that’s the ripple effect.
When you invest in people with sincerity… when leaders act as managers, mentors, and messengers… when performance and purpose work in partnership… you don’t just build a call center. You build a pathway, and you strengthen communities. And that is how lives are transformed — one seat, one license, one promotion, one family at a time.
About Qualfon
Qualfon is a global provider of omnichannel customer experience and business support solutions. From call center support to lead generation to ecommerce fulfillment, we support our clients and their customers throughout the customer journey.
Learn more about Qualfon’s Call Center Support, Customer Experience Solutions, and Back Office Support Services.
About the Author
Roberto Sánchez Mejorada has served as Chief Mission Officer at Qualfon for over 13 years, leading the integration and lived experience of the company’s mission across countries, cultures, and teams. He is deeply passionate about building and sustaining a mission that is integral, universal, and human, one that is enriched by the diversity of all who live it.
Roberto believes that mission, when authentically lived, enables meaningful work on a global scale and strengthens both individuals and organizations.
He is married, the father of six children, and a proud grandfather. With more than 30 years of experience in service, Roberto is also a member of several boards of social organizations, where he continues to contribute his leadership and commitment to the common good.
Connect with Roberto on LinkedIn.
