Podcast: Mission qualfon

Making each person’s life better one episode at a time

Most companies, including BPOs, have a mission statement that demonstrates its core values, but do its employees know and understand what it stands for? Each month, Qualfon executives and employees across our organization will join hosts Marisol Sanchez and Jeremy Lunnen for a deep dive into how they live the Qualfon mission through mentorship, learning and development, community involvement and communication.

Whether you want to learn more about being a better mentor or manager or are looking for ways to motivate and invest in your employees, this is the podcast for you.

New to our Mission Qualfon podcast? Listen to this episode first!

Episode 1: What Makes a Good Mentor and/or Mentee? Mike Marrow, CEO of Qualfon

Professionally Embracing Spirituality with hosts Marisol Sanchez and Jeremy Lunnen

Episode 39 | November 9, 2021

As the second season is nearing the end, hosts Marisol and Jeremy sit down for their first one-on-one conversation about the paths that led them to their total vocation at Qualfon. Both having seen a lot in their professional backgrounds, Jeremy and Marisol explain how two skeptics came to understand and believe in the sincerity behind the mission; so much so they decided to create a podcast about it.

Building A Dream Career with Maria Bruno, Sr. Director, Talent Acquisition

Episode 38 | October 22. 2021

Senior Director of Talent Acquisition, Maria Bruno joins Jeremy and Marisol on this week’s podcast. Maria sketches out the beginning of her recruiting career and how she landed in the BPO space at Qualfon. Maria dives into the difference between offering people a job and offering them a life-changing career path at Qualfon. Furthermore, she discusses how Qualfon has created a channel for generational opportunity that even her own son benefitted from.

The Importance of Mentorship with Doug Wells, Chief Operating Officer – CES

Episode 37 | October 8, 2021

This week, Doug Wells joins Jeremy and Marisol on the Mission Qualfon Podcast. Doug shares the wisdom he’s gained after being in the BPO industry for the last 26 years. Doug keys in on the importance of mentorship, how his mentors enhanced his career, and how he actively attempts to match that experience in his role today.

An Unpredictable Industry with Alisha McNary, VP of Business Development

Episode 36 | September 24. 2021

Our VP of Business Development, Alisha McNary joins Jeremy and Marisol for a conversation surrounding the lifestyle of being in sales. She explains why being faced with timely demands has taught her how to become more flexible and resilient in her everyday life. Even after 30 years of being in the sales industry, Alisha specifies why Qualfon always stands out both professionally and personally.

Open Comments with Mike Marrow, Qualfon CEO

Episode 35 | September 13, 2021

On this episode, Jeremy and Marisol welcome back Qualfon CEO Mike Marrow to discuss one of Qualfon’s many differentiators for measuring the mission’s impact. Mike tells the story behind the creation of his anonymous, biweekly “You Matter with Mike” survey and why he fundamentally believes in having open communication between employees and supervisors. Mike unpacks his passion for analyzing employee feedback and explains how it helps Qualfon gain insight into tricky blind spots.

Coming of Age with the Mission with Juan Pablo Gonzalez, Manager, POET (Process Optimization Engineering Team

Episode 34 | August 27. 2021

One of our POET (Process Optimization Engineering Team) managers, Juan Pablo (JP) Gonzalez joins Jeremy and Marisol for a conversation surrounding his family’s creation of Qualfon. As the son of Qualfon Chairman and Founder, Alfonso Gonzalez, JP has grown up with insight into the soul of the mission. He shares the memories he has of watching the mission evolve and how he found his own path to Qualfon after pursing a degree in physics.

Embodying Total Vocation through Learn@Work Education with Matt Carleton Leadership Academy Senior Manager

Episode 33 | August 13, 2021

On this episode, Jeremy and Marisol are joined by Qualfon’s Advance Leadership Academy Senior Manager, Matt Carleton. Matt discusses Qualfon’s efforts in helping shape the future of employees that will one day lead the company. Matt shares his many backgrounds including the army, the automobile industry and even selling insurance. His faith gave him the courage to strive for having a larger impact and guided him in creating the leadership programs in place today. Matt believes in developing employees holistically by encouraging them to pursue their total vocation.

The Wonders of Working at Qualfon with Katie Anderson, Benefits Generalist

Episode 32 | July 30. 2021

After celebrating her 20th anniversary at Qualfon, our Benefits Generalist Katie Anderson joins Jeremy and Marisol for a conversation surrounding her origin story, the path she’s taken along the way and the impact she’s witnessed the mission have on everyone it touches. Throughout her career, Katie has had almost every role you could hold at Qualfon. She began as an agent on the phones and after years of living out different pieces of her total vocation, Katie found her place in the benefits department at Qualfon. She shares her experiences with Qualfon’s mission to be the best and make each person’s life better and explains why she believes in 360-degree approach.

Living Up to the Mission with Sincerity, Consistency and Good Relationships with Aimee Sibul, Mission Office Manager

Episode 31 | July 16, 2021

On this episode of Mission Qualfon, Jeremy and Marisol talk to our Mission Manager in Cebu, Aimee Sibul, on her deep involvement in the Mission Office. Aimee details her passion in contributing to the development and evolution of the Qualfon Mission through the years, and why she feels she truly belongs to the organization, the people and its culture. Starting off as a fun coordinator, Aimee recalls how she took the challenge to think outside the proverbial box to be where she is right now – bringing her energy and passion to influencing Qualfon’s Mission Leaders in staying true to our company ideals. Aimee proceeds to highlight how Qualfon employees’ sincerity, consistency and good relationships are the drivers that make the Mission work as it should.

The Qualfon Differentiator: Applying our Mission to Every Interaction with our Employees, Clients and their Customers with Doug Kearney, President and Chief Operating Officer

Episode 30 | July 2. 2021

Qualfon’s President and Chief Operating Officer, Doug Kearney sits down with Jeremy and Marisol for this week’s Mission Qualfon episode. Although his path began in finance, he tells the story of how he made his way into the BPO industry and dives into what it’s like to run a mission-driven company. Doug discusses how our mission to “be the best and make each person’s life better” is not just directed to our employees, but our clients and their customers. Doug also shares insight into the challenges he has to overcome in the business world on a day-to-day basis.

The Uniqueness of Our Philosophy and Culture with Tracy Beck, Vice President of Operations

Episode 29 | June 18, 2021

On this episode of Mission Qualfon, Vice President of Operations, Tracy Beck, joins Marisol and Jeremy for an open conversation about the changes she’s noticed take place within the BPO industry. Tracy reminisces about the road that led to her becoming a VP of Operations at Qualfon. During her first seasonal position as an agent supervisor for a retail catalog, she recalls being quickly captivated by the dynamic between supervisors, managers, and the workforce team. Tracy takes a profound look at where the industry was when she started and reflects on how far it’s come since then. She keys in on the shift that’s taken place within the BPO culture and how it’s helped evolve her leadership style today.

Being a Positive Force While Seeking Your Total Vocation with Jason Skurupey, Mission Office Operations Director

Episode 28 | June 4. 2021

On this fun-filled episode of Mission Qualfon, Jeremy and Marisol chat with Jason Skurupey about his start with Qualfon when he was 18 years old. Jason’s 14-years of contact center Operations experience lead him to shift to the Mission Office where he currently serves as Missions Operations Director. He talks about the concept of reaching one’s total vocation, the challenges of personally spreading the Mission amidst the pandemic, and the fulfillment he receives in living the Qualfon mission. Listen to him also discuss what it’s like working with our Chief Mission Officer, Roberto Sanchez Mejorada.

Moving Fast at Qualfon with Summer Dennis, Managing Director

Episode 27 | May 21, 2021

Season two of the Mission Qualfon podcast continues with Marisol and Jeremy having an insightful conversation with Managing Director, Summer Dennis. Summer discusses the beginning of her career in the BPO business and, like many of us, she had no idea what BPO meant when going into her interview. She further explains how her extensive, 10-year experience in the BPO field led to her starting at Qualfon in November of 2019, just months before the COVID-19 pandemic hit. Because of her current role at Qualfon, she doubles down on her passion for training and why she believes it’s vital to give people the proper foundation to achieve success.

It’s the Small Things with Alvaro Perezalonso, Sr. Manager of Process Optimization

Episode 26 | May 7. 2021

On this episode of Mission Qualfon, Alvaro Perezalonso joins Jeremy and Marisol for an honest conversation about the impact Qualfon has had on his life. From meeting his future wife in training to reconnecting with the team when he was diagnosed with cancer, it’s safe to say Alvaro and Qualfon share a beautiful story together. He reminisces about growing up with two artists as parents and how it helped develop his passions for Muay Thai and Six Sigma. Little did he know becoming a man of many talents would lead to him overseeing the Continuous Improvement team today. He further discusses his life experiences, the importance of being supported, and why he values the relationships at Qualfon.

Protecting the Secrets of the Origins of Life with Dr. Hector Arocha, Director of Genesis 4C

Episode 25 | April 23, 2021

On this episode of Mission Qualfon, we celebrate Earth Week with a very special guest, Dr. Hector Arocha, the Director of Genesis. Dr. Hector Arocha joins Marisol and Jeremy to discuss the efforts Qualfon has put forth to help preserve and bring awareness to one of the most important wetlands in the world, Cuatro Ciénegas. Dr. Arocha discusses the mystery that is Cuatro Cienegas and why it been declared a natural protected area since 1994. With over 200 ponds containing more than 77 endemic species and millions of microorganisms, it makes sense why scientists from all over the world, and even members of NASA, have made the trip to investigate one of the hottest biodiversity spots in the world.

Forging a Path for Us to Blossom with Elizabeth Mayes, Senior Vice President of Global Person Office

Episode 24 | April 9. 2021

On this episode of Mission Qualfon, we jump into the Person Office, what we call human resources at Qualfon, universe. Elizabeth Mayes joins Jeremy and Marisol for a riveting conversation surrounding her childhood and the several career paths that lead her to find her sweet spot at Qualfon. She explains how her love for literature left a profound mark on her path to human resources. From living an exquisite life in New York City and working at the MOMA, to traveling the world and even creating her own startup, Elizabeth has just about done it all. Listen to how she landed in the BPO business and the lessons she learned about excellence along the way.

Retiring from the Job, Not the Mission with Doug Gilmour, Director of Global Compensation

Episode 23 | March 26, 2021

Mission Qualfon tackles a bittersweet goodbye with our Director of Global Compensation, Doug Gilmour. On his final day at Qualfon, Doug reminisces about the start of his career and how the journey in hospitality eventually led to him retiring from the world of compensation. He explains the difference between fairness and equity and the importance of practicing dignity and respect with every employee. He dives into his most touching moments at Qualfon with Alfonso Gonzalez, Mike Marrow, Mike Jossi, and Roberto Sanchez Mejorada.

Winning & Losing Spectacularly with a Focus on the Spectacular with Dave Drayton, Chief Sales and Solutions Officer

Episode 22 | March 12. 2021

Season two of Mission Qualfon continues with our Chief Sales and Solutions Officer Dave Drayton. Dave has an honest conversation with Jeremy and Marisol about the seminal moments in his life that activated his passion for sales. He discusses navigating the highs and lows of selling educational books in college, the fulfillment he felt when dedicating himself to missionary work and how it all lead to finding a healthy sales culture within Qualfon. He further discusses the misconception of salespeople being manipulators and how that stereotype doesn’t align with the beliefs of a mission-driven organization, committed to making each person’s life better.

Immersing Ourselves in our Mission with Brandon Ammons, Vice President of Talent Acquisition

Episode 21 | February 26, 2021

Marisol and Jeremy kick off season two of Mission Qualfon with the Vice President of Talent Acquisitions, Brandon Ammons. Brandon speaks on the importance of embodying Qualfon’s mission while also moving quickly and efficiently throughout the recruiting process of N2n. He shares the story of how he got to Qualfon, how his team marched forward during the pandemic and why he believes everything happens for a reason.

Creating a Positive Ripple Effect Across a Company with Roberto Sanchez Mejorada, Chief Mission Officer

Episode 20 | February 5, 2021

The first season of Mission Qualfon comes to an end with a bonus episode featuring a powerful conversation with Chief Mission Officer, Roberto Sanchez Mejorada. He discusses what 2020 meant to Qualfon and reflects on the lessons learned, along with the timing of it all. He stresses the importance for mission leaders to remain realistic in 2021, but to remember that the strategic plan for 2021-2025 is a very bright light that’s calling upon us to perform.

Divine Timing with Abel Cruz, Managing Director

Episode 19 | December 23, 2020

On the season finale of the Mission Qualfon Podcast, we meet one of Qualfon’s tenured employees, Abel Cruz. Listen in as Abel shares with Marisol and Jeremy the divine timing he has experienced in his career thus far. They also discuss one of Qualfon’s greatest differentiators – the consecration of the company by our chairman, Alfonso Gonzalez.

The Key to Successful Acquisitions with Trevor Allen, Chief Mergers & Acquisitions

Episode 18 | December 4, 2020

On this episode, we have the pleasure of talking to Qualfon’s Chief Mergers & Acquisitions Officer, Trevor Allen. Hear Trevor discuss how his family fled his war-torn homeland of Lebanon to the US and how he eventually become an influential executive in the BPO industry. Learn from him how Qualfon carefully selects merger and acquisition prospects and how essential cultural alignment is in the process. Also, get insights on what Trevor believes is an ideal mentor/mentee relationship.

Measuring Success with Michael Osorio, Director of Business Intelligence & Reporting

Episode 17 | November 20, 2020

On this episode, we talk to Michael Osorio, Director of Business Intelligence & Reporting at Qualfon. He shares about his journey in and out of the BPO space. We dive into discussions about the burn and churn mentality found in our industry and how we do things differently at Qualfon.

Finding a Home through Acquisitions with Eric Rothert, VP of Operations

Episode 16 | November 6, 2020

On this episode, we talk to Eric Rothert, VP of Operations, about his career journey and becoming a part of the Qualfon family. As someone who has been through multiple acquisitions, hear how his experience with the Qualfon/Dialog Direct transition was different than the rest. Acquisitions are a staple of our industry and this episode highlights how Qualfon does it differently.

The Focus on the Person with Mike Jossi, Chief Person Officer

Episode 15 | October 21, 2020

On this episode, we talk to Qualfon’s Chief Person Officer, Mike Jossi. Listen in as we discuss the meaning of his title, why Qualfon has both a Mission department and a Person Office and how they co-exist in a spirituality aligned company. You will learn these answers and more about our mission and what makes us the best company to work for.

An Introduction to Guyana with Luanna Persaud, Country Director, and Sherwin Welcome and Rawle Toney, Operations Directors

Episode 14 | October 9, 2020

This week we have three special guests who introduce us to their home country, Guyana. Listen as Luanna Persaud, Country Director, and Operations Directors, Sherwin Welcome, and Rawle Toney share the history of Qualfon in Guyana and what makes this location an attractive business opportunity for our customers and their clients.

From Agent to VP of Operations – Climbing the BPO Ladder, with Angel Posada

Episode 13 | September 25, 2020

A common theme of working in the BPO industry is that rarely anyone starts out thinking it will be a lifelong career. On this episode of the podcast, join us in reliving Qualfon’s VP of Operations and Client Relations, Angel Posada, rise from a call center agent to an international executive.

Marisol, Jeremy and Angel discuss climbing the corporate ladder and important roles within the BPO industry.

Pursuing Your Total Vocation, with Jennifer Di Tirro, VP of Business Development

Episode 12 | September 11, 2020

Have you found your perfect job or total vocation? Listen to our very own Jennifer Di Tirro, VP of Business Development, discuss her extraordinary story that brought her to Qualfon and how she feels she is living her total vocation.

We detail her journey from adolescence to present-day successful business executive and how her experiences have helped cultivate her character, resiliency and her career. For anyone who fell into a career in the BPO/call center industry, this episode is a must listen. A truly inspiring conversation.

Process Improvement: Continuously Improving to Be the Best with Al Barrenechea, Director of Qualfon University

Episode 11 | August 28, 2020

Does your organization have a six-sigma initiative that is pulling you away from getting your job done?  Learn how Qualfon integrates six-sigma practices into our leadership toolbox to save time versus take up time. Qualfon University has dedicated an entire team to building programs for continuous improvement benefiting both our employees and clients. Hear from Al Barrenechea, Director of Qualfon University, as he walks listeners through the various programs available to Qualfon employees, including Supervisor Training, Six Sigma Green Belt Certification Programs, STRIDES Values Training and more. Discover how his team paves the way for leadership development creating a solid foundation for leaders to become better mission leaders and mentors.

Answering the Call: A Company with a Heart with Maricarmen Gonzalez, Board Member and spouse of Alfonso Gonzalez, Founder and Chairman of Qualfon

Episode 10 | August 14, 2020

What does it mean to be a company with a heart? Qualfon is driven by the principles of our mission to Be The Best and Make Each Person’s Life Better. On this special episode of Mission Qualfon, you will meet Maricarmen Gonzalez, Board Member and spouse of Alfonso Gonzalez, our Founder and Chairman. Hear how her family answered the call to work each day in pursuit of Qualfon’s mission to improve the life of every one of our employees, their families and the communities where we work. Find out how the Gonzalez children became part of the Qualfon team to ensure our mission carries on for generations to come.

Project Management; Conducting an Orchestra with Tracy Flanigan, Project Manager

Episode 9 | July 31, 2020

Ever wonder what qualities or traits it takes to become a successful project manager? Being a project manager is like being a conductor; you are coordinating an orchestra made up of many different instruments working together to get to the end goal. On this episode of Mission Qualfon, Tracy Flanigan, Project Manager at Qualfon, discusses the importance of teamwork, internal collaboration and a mentor/mentee program in a project management role. Hear about her recent projects, including a playbook for COVID-19 Safety at Work and Work-at-Home (WAH) agents, both vital to the success of the organization moving forward. Come learn the ins and outs of project management and the skills it takes to get a standing ovation at the end of your performance (project). 

Business Process Outsourcing (BPO) 101, with Mike Marrow, Chief Executive Officer

Episode 8 | July 17, 2020

Are you familiar with Qualfon? Do you know what the term BPO means? If you answered no to either question, this is the podcast for you. Hear from Mike Marrow, Chief Executive Officer, as he gives listeners a masterclass on the evolution of the BPO industry, including the history of Qualfon. Hear from three BPO veterans as they dive into the ins and outs of the industry as it relates to people, process and technology.

Home is where the heart is, with Jan Aquino, VP of Operations

Episode 7 | July 3, 2020

The Philippines is one of the leading outsourcing destinations in the world, but what makes Qualfon unique in such a competitive marketplace? Hear from Jan Aquino, VP of Operations, as he speaks about his 17-year journey in the BPO space and finally finding his home at Qualfon. Born and raised in Dumaguete, Jan shares why the city is known for its rich talent pool and cross-cultural alignment. Also hear how he was recently impacted by the COVID-19 crisis, in both his personal and professional life, while being quarantined in Manilla for more than 100 days. After working at seven different BPOs throughout his career, hear Jan’s insights into what makes Qualfon unique.

Stronger Together with Cultural Alignment, Kristi Walsh, VP of Client Relations

Episode 6 | June 19, 2020

There is a lot to consider when exploring a new outsource provider, but how important is cultural alignment when selecting a new BPO? Hear from Kristi Walsh, VP of Client Relations at Qualfon, as she speaks to the importance of cultural alignment within an organization and how it ties back to employee engagement and client satisfaction. Qualfon’s culture and mission programs are critical to driving performance for our clients because well-trained and engaged agents provide better performance. Learn how we strive to be the best for our clients and make each person’s life better.

How to Be the Best and Make Each Person’s Life Better, with Roberto Sanchez Mejorada, Chief Mission Officer

Episode 5 | June 4, 2020

Most companies, including BPOs, have a mission statement that demonstrates their core values, but do they have a dedicated Mission Office, including a Chief Mission Officer? Qualfon does! On this episode of Mission Qualfon, Roberto Sanchez Mejorada, Chief Mission Officer of Qualfon, describes his commitment and dedication to the Qualfon mission to be the best and make each person’s life better. Learn how the five pillars of our mission program (Care@Work, Learn@Work, Fun@Work, Give@Work and Communication@Work) ensure we help as many people as possible pursue their total vocation.


Stairway to the Best Version of Yourself, with Lyman Baete, Manager of Higher Education

Episode 4 | May 21, 2020

Does your enterprise employer own an accredited University or offer education and skills-development opportunities to both you AND your families? Qualfon does! On this episode of Mission Qualfon, you will learn about education opportunities available through Qualfon’s Learn@Work program, promoting continuous improvement, skills development and higher education. Lyman Baete, Manager of Higher Education at Qualfon, shares some of the programs developed for our employees, including our 52-step career pathing program, 1,100+ skills-development courses offered through LinkedIn Learning and the opportunity to earn a bachelor’s or master’s degree through our accredited Rochat University. Hear how these programs are encouraging each employee to become the best version of themselves.

Learn@Work, with Kim Carr, Process Optimization Engineering Team

Episode 3 | May 7, 2020

On this episode of Mission Qualfon, you will hear from one of our most tenured and loyal employees, Kim Carr. Hear about Kim’s 16-year journey with Qualfon, as she successfully advanced from an agent to a dedicated Director of Client Relations for one of our most strategic accounts and largest online e-retailer. Today, Kim provides leadership for process engineering across multiple clients. Learn how Qualfon’s education, training and continuous improvement programs help ensure each person has a chance to pursue their total vocation, in life and at work.

The New Kid on the Block, with Ian Jones, SVP of Integrated Solutions

Episode 2 | April 23, 2020

On this episode of Mission Qualfon, you will hear from Qualfon’s SVP of Integrated Solutions, Ian Jones, speak about Qualfon’s Integrated Marketing Solutions line of business, including data analytics, digital communications, on-demand print and fulfillment services. Also, hear how Ian’s impression of the Mission has impacted him in his short time at Qualfon and how it differs from other large corporations he’s worked for in the past.

What Makes a Good Mentor and/or Mentee? Mike Marrow, CEO of Qualfon

Episode 1 | April 1, 2020

On the first episode of Mission Qualfon, you will hear from Qualfon’s CEO, Mike Marrow, speak about a topic that he’s very passionate about – mentorship. Find out what makes a good mentor hear from his very own mentee and learn what we’re doing as company to make each person’s life better.