Mission Qualfon

In this episode of Mission Qualfon, host Jeremy delves into the powerful role of empathy within Qualfon's culture. Joined by Brian Dedera, a seasoned Qualfon Care Coach with over a decade of experience, and Abel Cruz, Managing Director, they explore the importance of empathy in building genuine connections and supporting employees and their families. From sharing insights on empathy's role in management to discussing how care coached offer 24/7 support for personal challenges, they highlight the impact of empathy in creating a supportive work environment. Tune in for a meaningful conversation on how empathy shapes Qualfon's mission and strengthens our community.

In this episode of Mission Qualfon, hosts Jeremy and Aimee delve into the critical topic of work/life balance. They are joined by Mike Jossi, Qualfon's Chief Person Officer, and Renea Malara, Sr. Director of US Benefits, who share their valuable insights. Together, they discuss the essential strategies for achieving and maintaining a healthy work/life balancein today's demanding work environment.

In this episode, Jeremy and Aimee are joined by Site Director, Leila Lassetter, and Mission Manager, Laron Dixon, to discuss the crucial role of creating a motivating environment for the members on their team. They stress how essential it is for employees to feel valued at work because the recognition of good work gets repeated. Leila and Laron also share their experiences transitioning to a virtual workspace, while maintaining personal connections with their teams. Their acknowledgement of these individuals ensures that everyone they engage with feels motivated to continue to be the best at what they do.

Dive deep into the transformative power of listening in this episode of Mission Qualfon, where Jeremy and Aimee are joined by Qualfon's Brian Hadley, SVP, Sales and Coaching. Known for his roles as a coach, leader and teacher, Brian sheds light on why listening is an essential skill in both professional and personal contexts. He shares his journey of mastering active listening, emphasizing that like any skill, it requires practice and intention. Discover how asking the right questions can unveil stories and insights that go beyond surface-level conversations, leading to deeper understanding and connection. This episode will challenge you to rethink how you listen by remaining curious, embracing silence and fostering an environment where meaningful conversations can flourish.

Join us for an exciting start to season 5 of the Mission Qualfon Podcast, where we're shaking things up with a new co-host, Aimee Sibul! In this episode, Aimee, alongside host Jeremy Lunnen, introduces herself and shares her unique journey to Qualfon, from her background in hospitality/event coordinating to her current role as the Mission Officer Director of Philippines. Discover why Qualfon's culture and mission resonated with Aimee and gain insights into the distinct role of the Mission Office. Plus, get a sneak peek into the new season's format, featuring experts discussing topics aimed at empowering listeners to apply valuable lessons in their personal and professional lives. Tune in next time as we explore the power of listening and embark on an enlightening journey together!

In the season four finale of Mission Qualfon, unravel Anand Nagere's extraordinary leadership journey within Qualfon's established 3M philosophy – Mentor, Manager, Messenger. From a mechanical engineer in India to a pivotal role as a Process Optimization Engineer (POET) at Qualfon, Anand shares insights into the POETs' impact on internal processes, strategic accounts, and global business services. Beyond the corporate realm, discover Anand's leadership triumphs at the Toastmaster club and his contributions to Qualfon's holistic development. Join Jeremy and Marisol for an inspiring episode that unveils leadership excellence at Qualfon. 

Joining Jeremy and Marisol this week are two members of our IT team, Ian Catolico and James Wagner. Ian and James discuss their experiences, personal journeys and the unique positioning of Qualfon's IT department. They also touch upon the synergy between the IT team members and how the department effectively blends technical prowess with exceptional customer service.

This week, Jeremy and Marisol are joined by Bill McGrath, our Orlando Site Director. Bill shares his journey of starting as a trainer and quality manager to eventually relocating to open our Orlando site and becoming Site Director. He discusses the value of promoting from within and helping employees develop their full potential. He also shares success stories from personnel who benefitted from Qualfon's mentorship programs to advance their careers.

Roberto Sanchez Mejorada, Chief Mission Officer, and Carlos Guereca, Dean of Rochat School of Business, join the podcast this week to emphasize the importance of education and the opportunities it brings. Jeremy and Marisol talk with Roberto and Carlos about their personal journeys with education and how each person's experience is different. Roberto explains how Qualfon's mission guides us and how being the best to make each person's life better can be achieved through education. This is why Rochat School of Business is offered to our employees and their families. Carlos discusses how he wanted the Rochat School of Business to be affordable and high quality so that individuals can pursue their total vocation. He speaks about how education is expansive and transformational, you impact your family, your community and eventually the world.

On the podcast this week, Jeremy and Marisol are joined by Brain Hadley, SVP, of Sales & Coaching. Brian joined Qualfon in March and has spent his time streamlining the sales process to make it more efficient, having a greater result on the company's growth. Brian has worked his entire career in sales and was drawn to Qualfon because of the Mission, something he hasn't seen at other corporations – aligning his philosophy which fits perfectly within the Mission.

On the podcast this week, Jeremy and Marisol talk to Scott Orchard, Partner of Learning & Development and Six Sigma Instructor, about his gift for breaking down tough subjects to their simplest form. Scott, a Six Sigma black belt, knows he is doing exactly what he was meant to do as he trains Qualfon employees to minimize variation and further continuous improvement in our business processes. Scott knew right away that Qualfon's commitment to the Mission was genuine and he finds joy and value in the practice of making each person's life better. 

In this episode, Becky Brashaw speaks with Jeremy and Marisol about the journey from temporary Call Center Agent to Contract Manager. While some might see the call center as a jumping-off point, Becky saw it as a place where she would build a career and make a difference. In her current position as a Contract Manager, Becky is described as a traffic controller; navigating contracts between multiple sources to achieve an outcome everyone is happy with. Becky speaks at length about how proud she is to work for a company whose Mission parallels her values. As a recent graduate of the Rochat School of Business, she has seen the Mission in action and believes it truly fulfills the needs of many.

Dawn Corsiglia, U.S. Chief Financial Officer, joins the podcast today as we continue our focus on strong female leadership at Qualfon.  Jeremy and Marisol talk with Dawn about the valuable skills and expertise she brings to a position that accounts for every dollar that comes into the company. She talks about the Mission, its importance to the company, and how it goes much deeper than initially thought. Dawn also touches on how she loves to teach, mentor and provide growth opportunities for her team.

Join Jeremy and Marisol on this episode of Mission Qualfonas they continue to uncover the stories that make Qualfon a remarkable organization and explore the mission-driven experiences of its employees. This week they have Dani Williams, Manager of Compliance at Qualfon. With thirty-eight years working for the company, Dani shares her initial skepticism about the call center industry's perception and how Qualfon's mission resonated with her. She defends the significance of the work done by agents and emphasizes the opportunities and skills developed in customer service roles.

Join us in this podcast episode as we have a conversation with Heidi Priest, an experienced leader in the customer service industry. During the interview, she talks with Marisol Sanchez and Jeremy Lunnen about her approach to leadership and mentoring. Through her own experiences, Heidi shares valuable insights on how to develop your career, cultivate a cohesive team, and utilize life experiences to enrich your professional and personal life. Tune in to learn from her expertise and wisdom.

This week, we have a special guest on our show, Emahn Sanchez, who currently serves as one of our Site Directors in the Philippines. Emahn's journey from being an agent to a Site Director is an inspiring story of perseverance and hard work. During his interview with Jeremy and Marisol, Emahn discusses his experience of learning English while working his way up the career ladder. He also shares insights into his leadership style and how he believes that effective leadership can have a profound impact on people's lives. Despite the challenges posed by the pandemic, Emahn remained committed to his role as a leader and went above and beyond to ensure that his team continued to excel. He firmly believes that leading by example is the key to inspiring others to become the best versions of themselves.

Mission Qualfon podcast returns for its fourth season! Tracy Miller, our Senior Vice President of Strategic Account Management, joins hosts Jeremy and Marisol. Tracy shares how he became absorbed by podcast episodes as he prepared to join the Qualfon team. He actively champions the objectives of Qualfon's Plan 2040 Cuatro Ciénegas, calling our investment in the community a perfect embodiment of our Mission. 

This week, we have a special guest for our Season 3 finale. Taking a break from Qualfon while finishing his MBA, Alfonso Gonzalez Jr., son of our Chairman and Founder Alfonso Sr., catches up with Jeremy and Marisol for this Mission Qualfon episode. He shares how he worked in almost every department within Qualfon as an intern, including a time as an agent, which he described as an “eye-opening experience.” Alfonso reiterates the point of the Mission is not to live comfortably but to help as many people as one can.

Our new Vice President of Operations for Bogota and Mexico, Jordane Sandoval, talks to Jeremy and Marisol on this week's episode of the Mission Qualfon podcast. Although new to Qualfon and the Mission, Jordane is eager to learn more. She maintains our Four Agreements – Keep Commitments, Move Fast, Add Value, and Spend Wisely – are the models she uses to run operations. Jordane expects to deliver above and beyond day-to-day client expectations.

How do you put the Mission at the forefront of decision-making? Our Managing Director, Mike Lee, joins Jeremy and Marisol on this episode for an engaging discussion about our Mission and its impact on Qualfon operations. Mike emphasizes how our “make each person's life better” mission does not stop at our agent's but extends to our customers' well-being. He advocates a healthy work-life balance and recommends getting a mentor to serve as a guide in career advancement.

Joining Jeremy and Marisol on this Mission Qualfon Podcast episode is Edward London, one of our Operations Supervisors in Guyana. Edward attributes his growth and development as a supervisor to Qualfon's Leadership Academy. He shares how much he enjoys networking with people from the various countries where Qualfon operates. A mental health advocate, Edward advises supervisors to always be on top of their teams' concerns, a premise of our Care@Work initiative.

Jeremy and Marisol have a one-on-one conversation to look back and review the highlights of Season 3 thus far. They talk about their respective stories, insights, and behind-the-scenes tidbits about the podcast since its initial run. The pair again ponder upon living one's total vocation, as the Mission advocates.

This week our Chief Investment Officer, Marco Villarreal, joins Jeremy and Marisol. Marco, a civil engineer by training, shares his story, including his advancement in higher education and his background in strategic planning and analysis. He discusses how Qualfon's structure was built with the mission in mind, ready to serve through multiple forms and channels. Marco also shares his positive outlook for what the organization can achieve through the mission.

Jeremy and Marisol are joined by our Managing Director of CES Shared Services, Jason Lancaster, for this week's episode. Jason shares how he started as an agent, advanced his career, and his current responsibilities with Qualfon. He points out and emphasizes how Qualfon executes the concept of the mission better than any organization he's been affiliated with. He shares a touching story about the mission of helping one of his team members, dramatically impacting and improving his life.

On this episode, Prashant Cherukuri, our Chief Information Officer, joins Jeremy and Marisol to discuss his technology path. Prashant describes his technology journey from the time he wore multiple hats for a startup to now as Qualfon CIO. He advises new employees to be serious about their jobs, focus on where they want to be, and be open to taking on additional responsibilities. He also points out are no shortcuts to success in life.

Joining Jeremy and Marisol for this episode of the Mission Qualfon podcast is Sekou Meusa, our Director of Learning and Development. Based in Guyana, Sekou recounts his Qualfon beginnings as an agent before transitioning to various roles to eventually becoming a Director. He credits his numerous mentors within the organization who helped to mold him into the Mission Leader he is today.

For the 50th episode of the podcast, Jeremy and Marisol are joined for the second time by Chief Sales & Solutions Officer, Dave Drayton. Dave dives deeper into how to build long-lasting relationships as an active part of our mission, always keeping service in mind. He further discusses the values of leadership, mentorship, and honor in providing outstanding service to people around him. Using real-life examples from his sales team, he shares the importance of belief – belief in people and helping them believe in themselves.

Jeremy and Marisol are joined this week by two members of our Strategic Account Management team, Ike Ahmed and Alisha McNary. Both Alisha and Ike accentuate the mission's role by providing top-notch service to our clients. Alisha shares how Qualfon prioritizes service and its mission, showing our commitment to serve is authentic. Meanwhile, Ike discusses his recent visit to Cuatro Ciénegas, Mexico, and shares how the mission impacts communities on a large-scale, including project Plan 2040.

On this episode, Tom Denomme, Managing Director of Assured Choice Insurance Group, and Sandra Stephens, VP of Operations, join Jeremy and Marisol. Tom shares the origins of Assured Choice and how it leverages Qualfon's vast experience in the insurance business. Sandra looks back at her beginnings in the industry that led to Kramer Direct and the eventual Qualfon acquisition. Both highlight how the Qualfon Mission fits well in their management styles and how it helps them mold their people into being the best version of themselves.

Joining Jeremy and Marisol for this episode of the Mission Qualfon podcast is Sarah Carpenter, our Holland, MI Site Director. Sarah describes how her contact center experience began as an agent and unfolded as she worked her way up from Team Leader to Operations Manager to Training, Quality, and Knowledge Management before joining Qualfon. Sarah also shares how being a preacher's child shaped her and explains how it impacts the way she serves others as a Site Director and Mission Leader at Qualfon.

Jeremy and Marisol are joined by our Chief Financial Officer, Jim Guillaumin for this week's episode. Jim describes how his professional journey led to him becoming Qualfon's CFO. He takes the time to discuss the importance of having good mentors and expresses how it motivated him to pursue work and education at the same time. Jim goes on to explain the intricacies of his position and how they all tie back to the mission. He also shares the moment he was won over by the mission during his first annual summit at Qualfon.

Jeremy is back this week as co-host with Marisol, and they are joined by our VP of Learning & Development, Marvie Wright. Marvie discusses the journey she took prior to finding her niche in sales and training. She emphasizes the value that comes with being open to learning and receiving feedback. Marvie also shares how the Qualfon mission has guided her when making tough leadership decisions and explains how we should continue to bring the mission alive with our passion and our excellence.

Two firsts on this week's episode – a guest co-host and a guest outside of Qualfon. Marisol is joined by our Country Director, Luanna Persaud, as cohost. They speak to Guyana's Minister of Finance, Dr. Ashni K. Singh as he discusses why Guyana has become an attractive destination to invest in business outsourcing. Not only does he touch on the country's political stability and rapid economic growth, but also on the investment it's made in its citizens. He also shares his gratitude for Qualfon's success and for the major role we play in the country's BPO sector.

Joining Jeremy and Marisol for this episode is Site Director, Sean Hennagir. Sean revisits the start of his BPO career, working the phones as an agent, before rising in the ranks as Operations Manager and later as Site Director. He thrives in the fast-paced culture of the industry and uses his infectious energy to continually motivate his staff and guide them as they grow on their journey within the organization.

On this episode, Managing Director for Marketing Services, Robert Mason, joins the Mission Qualfon Podcast with Jeremy and Marisol. Robert discusses the services we provide for our direct marketing, fulfillment, and print clients. He also shared his amazement with our mission in terms of providing the time and resources needed to help employees and their families when going through challenging times,

Mission Qualfon Podcast kicks off its third season with Renea Malara, our Director of Benefits, joining Jeremy and Marisol. Renea, a two-time recipient of the Qualfon Shining Star Award, recalls the unique circumstances surrounding her job application and how they led her to Qualfon. She also discusses her journey from her initial role as a Benefits Assistant to the Director of Benefits she is today.

We conclude our second season with Brian Dedera, one of our Care Coaches from the Mission Office. He explains the origins of the Mission Office chaplaincy and how it eventually became the Care Coach program. He discusses what a day in the life of a Care Coach looks like while acknowledging how he loves and enjoys helping Qualfon employees in need of emotional and spiritual support.

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.

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.

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.

Our 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.

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.

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.

This week we are kicking off our Learn@Work campaign on Mission Qualfon with our Advance Leadership Academy Senior Manager, Matt Carleton! Matt joins Jeremy and Marisol to discuss Qualfon's efforts in helping shape the future of employees that will one day lead the company. Through Leadership Academy programs and educational advancements made with Rochat University, Qualfon is intentional in developing the whole person by encouraging them to pursue their total vocation. Listen to our most recent episode and learn how Qualfon's education opportunities are impacting Qualfon employees, their families, and even community members. Mission Qualfon Podcast is now available on Spotify, Apple Music, and more!

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.

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.

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.

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.

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's14-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.

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.

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.