Welcome to
Qualfon! We are so excited to have you as part of our team!
1
You are about to embark on a new journey with an exceptional company. On the following pages, you will see a small sample of what makes Qualfon unique. What we do is designed to enrich your work experience and make your life better. As a member of our team, you have the power to make a difference in someone’s day each and every day. Whether that is by helping to answer questions during the healthcare Open Enrollment season, getting promotional coupons and information on a new product out to the market or ensuring a new mother receives her formula sample, you will play an important role in the customer experience.
Enjoy your new role at Qualfon!
2
What We Do Contact Center
Back Office
Fulfillment
Data & Analytics
Provides immediate solutions and delivers answers with superior, 24/7 customer care.
Focuses on innovative solutions that complement each other, so the customer experience is seamless from beginning to end.
Identifies customers, increases sales, improves loyalty and uses insights gained through big data analytics to increase sales and improve customer loyalty.
Lowers costs and increases efficiency by streamlining business processes through scalable solutions.
Uses the latest printing technology and processes to ensure superior levels of execution for all direct mail communications.
Delivered with the latest technology, strategic locations, in-house creative and printing capabilities and handpicked global partners.
Digital & Direct Marketing
Creates strategies that deliver personal, relevant and convenient customer experiences.
3
Our Value: Celebrated in a Connected World Qualfon’s culture celebrates the diversity of others. Our mission to make each person’s life better harnesses that individuality while understanding that we are all fundamentally similar. With that mindset, we provide the highest quality, personalized service across the globe. Our global footprint includes 26 locations and more than 14,000 team members, including hundreds of work-at-home employees.
VALMEYER, IL WAUKESHA, WI HOLLAND, MI HIGHLAND PARK, MI (2) COEUR D’ALENE, ID
JOHNSTOWN, PA
FORT COLLINS, CO
ROBBINSVILLE, NJ SOUTH PLAINFIELD, NJ
NORTH LAS VEGAS, NV OKLAHOMA CITY, OK FORT WORTH, TX HARLINGEN, TX SAN ANTONIO, TX MEXICO CITY, MEXICO SAN JOSE, COSTA RICA BOGOTA, COLOMBIA
ORLANDO, FL GEORGETOWN, GUYANA (2)
WORK-AT-HOME LOCATIONS: BILLINGS, MT DENISON, TX RICHARDSON, TX TROY, MI
GURUGRAM, INDIA
MANILA, PHILIPPINES DUMAGUETE, PHILIPPINES (2) CEBU, PHILIPPINES
4
Our Mission Help as many individuals as possible pursue their total vocation, create an evergrowing number of career development opportunities and be the partner of choice for all our clients. Be the best and make each person’s life better! It takes three things to help people live their total vocation: ● First, people need to know they
have a unique purpose in life
● Second, encourage them
to find out what it is
● Third, help them achieve
a sense of fulfillment
We strive to help you develop the skills necessary for overcoming challenges you may face in life. While we train each employee to excel at their job, we also empower them to take what they’ve learned to each destination on their life’s journey.
5
Our Core Values
S.T.R.I.D.E.S. Our core values are an essential part of everyday operations. When we live our values, we build a deeper connection with customers and help the company stand out in the market. Our values help us even through difficult situations as they provide guidance to tough questions and act as a beacon of light in situations of conflict.
TEAMWORK
SERVICE
RESU LTS
Qualfon STRIDES
INTEGRITY
DIGNITY
SPIRITUALITY ENCOURAGEMENT
From every associate to our CEO, we incorporate these practices into our work at Qualfon. STRIDES is an acronym that represents our seven company values: Service, Teamwork, Results, Integrity, Dignity, Encouragement and Spirituality. 6
Service We are a service business. We provide services to our clients. More importantly and paramount to our success, we provide services to each other. If someone needs something from us and we don’t deliver, they can’t do their job. If they can’t do their job, somewhere down the line, our client suffers. When our client suffers, the first to bear the impact are our agents.
Teamwork We all depend on each other. Every single person at Qualfon does something that someone else depends on in order to do their job and be successful. We are all on the same team.
Results It is easy to think about this as only financial performance (profits) and client KPIs (key client service metrics). But it is much more. We have the word “BEST” in our mission statement. That means the best at everything we do. If we were in school, it would mean getting an “A” in every subject.
Integrity Always be honest. Always expect honesty. It is human to make mistakes. It is divine to admit to them.
We are all fortunate to be part of a team that shares these incredible values.
Dignity We have different jobs. We have different levels of responsibilities. But, we are all adults. We expect to be treated like adults. It hurts when we are not. The golden rule tells us to do unto others as we would have them do unto us. If we desire to be treated with dignity, we should treat others as we would like to be treated.
Encouragement “How can I help” and “nice job” are some of the most powerful words we can use. When someone is struggling, a simple offer of help can be a great thing. When someone does something well, a pat on the back can make it all worthwhile.
Spirituality Everyone has a purpose in life. We call it “total vocation.” It could be career related. It could be family related. It could be related to our faith. It could be all those and more. Let’s help each other discover what those total vocations are and help each other achieve our dreams. 7
@Work Programs The Mission Office ensures we are living out our person-first philosophy and helps to provide this with different @work programs. At Qualfon, we are focused on delivering engaging interactions and positive experiences that leave a lasting impression. When you work here, you have the power to make a difference in somebody’s day. No matter what department you are in, you will play an important role in the customer experience.
8
@Work Programs
Communication@Work Communication promotes an environment where people are encouraged and able to understand our values, plans and goals. ● You Matter With Mike: A biweekly survey from our CEO, Mike Marrow, to all employees. Information is used for continual employee experience improvement ● Anniversary Celebrations: We honor your time at Qualfon with pins and letters of acknowledgment ● Mission Qualfon Podcast: Monthly podcast sharing the stories of what makes our company unique
9
@Work Programs
Give@Work Another amazing reason to work at Qualfon? Giving back to our communities. We promote an environment where employees are encouraged to get involved beyond their work tasks, and actively participate in supporting the needs of our communities. We have several activities, which include feeding the poor and helping out orphanages, shelters and schools. We partner with nonprofits, like Habitat for Humanity and Be the Adult for your Child, and have signature program initiatives, like the Cuatro Ciéngas 2040 Plan.
10
@Work Programs
Fun@Work At Qualfon, we want our employees to live and enjoy their best lives. We transform our locations into environments where people can share common hobbies, learn and bond. We have several clubs to join in that effort and they include biking clubs, cooking clubs and soccer teams. We have an annual music contest, holiday parties and several recognition programs to bring some joy into the work experience!
11
@Work Programs
Care@Work We promote a trusting and caring environment, where employees can feel like they’re part of a family. ● Interfaith activities that include chapels and reflection rooms for our employees to have a space to pray, meditate or take a moment ● Care Coach Program: In efforts to help you live your best life, we offer support with our Care Coach Program. Care Coaches can be reached by phone calls, text, email, Microsoft Teams, FaceTime, WhatsApp, Facebook Messenger and Skype at any time of day. Need immediate help? Give them a call.
о Care Coaches are knowledgeable in a wide range
of topics: grief, addiction, finance management, relationships, anxiety, depression and more. They are on call for you and your family members at any time.
● Emergency Support Programs include post hospitalization support, bereavement support, single-parent programs and daycare services
12
@Work Programs
Learn@Work Education is a cornerstone of human development. At Qualfon, we live this by offering our employees a range of educational opportunities to explore new skills and apply their full vocation. ● Qualfon University
о Supervisor Academy о Six Sigma Certification о Advance Leadership Training о Qualfon Mission Leader Training ● Qualfon Education offers courses, workshops and micro-credentials ● Rochat School of Business, Switzerland: Associate, Bachelor and Master programs available
13
Your Qualfon Mission Leaders At Qualfon, every leader is a Mission Leader. That includes supervisors, managers, trainers, executives and more. Each has the job to carry out our mission to be the best and make each person’s life better including yours! Each Mission Leader has three important responsibilities: ● They are mentors and will help you succeed and reach your full potential ● They are managers and work to ensure we are the best at what we do ● They are messengers and inspire and encourage the values that energize our culture
14
An Effective Feedback Channel for Qualfon Employees
You Matter with Mike We use a biweekly employee survey to make prioritized improvements in the workplace. This survey has opened lines of communication, enabling us to effectively capture, share and respond to employee feedback.
“Employee comments allow us to identify the largest areas of opportunity and where we need to resolve important or urgent issues. Through this channel, we can hear which drumbeats are loud, soft and constant. Mike and the executive team use this information to prioritize initiatives.”
Pamela Hernandez
Mission Index & Reports Coordinator
‘’According to our results, more than 90 percent of you understand the mission and the values of Qualfon. That is outstanding! This is really, really nice to see. If our actions match our words, our employees will believe in our mission. It is critically important for all of us to walk the talk. Thank you all so much for everything you are doing to foster the Qualfon mission.”
Mike Marrow
CEO In a response to a recent survey.
15
Qualfon Opportunities
Supervisory Track At the heart of everything we do is our Mission. The Supervisor Certification program prepares individuals to take a leadership role in our mission to help you pursue your total vocation. As Qualfon Mission Leaders, we are charged to be Mentors, Managers and Messengers. The goal of this program is to lay the foundation of leadership and help participants internalize these principles. The leadership path is a journey of self-reflection and self-discovery. Along the way, participants may be required to step out of their comfort zones. They may have to do things they’ve never done before. They may discover things about themselves that they need to improve or change altogether. But as is always the case, the most important discoveries, those of greatest value, rarely come easily. As you start your journey with Qualfon, keep an eye on your future and how Qualfon can help you with your goals!
16
Stairway Program Overview When you close your eyes and dream about what you want to do with your life, what does that look like? How does it feel? How do you get there? That’s what the Stairway program is all about! What is Stairway? ● An engaging, enlightening and fun journey designed to help you achieve your dreams ● I t is discovering new tools to help you tap into your own potential and match that to your dream career ● It helps YOU map out a plan to take control of YOUR career and future!
How does Stairway work? ● Every journey begins with the first step; Stairway will help you build your plan one step at a time ● Stairway is an extensive, but flexible self-development career plan ● Flexibility in the program provides the ability to cater to YOUR needs
How long does Stairway take? ● Stairway is completely self-paced. There is no required timeline. You are in charge! ● Stairway is made up of multiple interesting activities. The time for each activity varies – some may take 15 minutes; some may take an hour or more - but each activity brings you a step closer to your dream. The more you put into it, the more you’ll get out of it. You are in charge!
What’s in it for me? By participating in Stairway I will: ● Understand my own interests and strengths better ● Align my abilities and interests with existing professional opportunities (within or outside of Qualfon) ● Be able to market myself better ● Get a better job ● Make more money ● Create more opportunities for myself and my family ● Help other people realize their dreams
For more information and to get started, go to Qnect and click the “My Career Plan: STAIRWAY” icon. 17
Qualfon Equal Employment
Opportunities
Qualfon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed service member status and any other characteristic protected under all applicable law. This applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
18
Your journey with Qualfon is just beginning and we hope you are as excited as we are. Ultimately, we want to help YOU live your best life! The information in this booklet is just a sample of all that we offer. If you have any questions or concerns, please reach out to your supervisor, the Person Office, Mission Manager or local Care Coach. We are all here to support you.
Enjoy your stay with Qualfon!
19
20 525868_42b 3/22