Advance Leadership Certification

CERTIFICATIONS PROSPECTUS

AGENT TO

SITE DIRECTOR LEVEL III

Job Shadowing

LEVEL II

Mentoring

LEVEL I

Foundation

University-level courses facilitated by:

OPERATIONS MANAGER CERTIFICATION LEVEL III

Qualfon-Specific Courses

LEVEL II

6 Sigma Green Belt / Capstone

LEVEL I

Foundation

Facilitated via:

6 SIGMA GREEN BELT CERTIFICATION Prerequisite from the Operations Manager Certification

SUPERVISOR CERTIFICATION This certification is designed for our entering leaders to gain vital management skills by teaching them the essentials of goal setting, managing responsibilities, and leveraging interpersonal skills in a variety of settings.

It all starts with the Stairway Career Path program that enables the person to discover his/her vocation and develop it to its full potential. In some cases this journey will take the agent as far as becoming a top leader.

QUALFON AGENT

MESSAGE FROM OUR FACULTY Nothing great can ever be achieved without great teams and great teams need great leaders. Leaders follow a moral compass. Leaders need courage, need to be open-minded, thoughtful, positive and balanced in their thinking. They need to make tough decisions, be self-aware with high self-control, qualities which take us far, which help us to succeed in life, personally and professionally.

Leadership means giving, calling the shots, and assuming the responsibility for the plans and actions we take. It has little to do with glory and fame, money and status, but so much with dignity and modesty. Leadership is not a role, at Qualfon it is a vocation, it is a mindset and attitude, a behavior, a way of thinking and living which can produce outstanding outcomes and amazing careers. This is why we call our leaders, Mission Leaders.

At Qualfon, Advance Leadership Academy was created to provide a program to help high potential employees to develop their leadership skills within a formal setting. Qualfon is committed to supporting personal growth and encouraging a heathy environment allowing everyone to achieve their total vocation.

In the Advance Leadership Academy we are specifically dedicated to developing leadership talent in depth which in turn supports our overall Mission of Be the Best and Make Each Person’s Live Better.

MATTHEW CARLETON

MESSAGE FROM OUR FACULTY At the heart of everything we do at Qualfon is our Mission: “Help as many individuals as possible pursue their total vocation, create an ever-growing number of career development opportunities, and be the partner of choice for all our clients.”

In short, to be the best and make each person’s life better!

The Supervisor Certification program prepares individuals to take on a leadership role in line with this mission.

As Qualfon Mission Leaders, we strive to be Mentors, Managers, and Messengers. The goal of this program is to lay the foundation of our leadership model and help participants internalize these principles.

The leadership path is a journey of self-reflection and self-discovery. Along the way, participants may need to step out of their comfort zones. They will do things they’ve never done before. And they will discover aspects they need to improve or change altogether. But as is always the case, the most important discoveries, those of highest value, rarely come easily.

We look forward to joining you as you begin your leadership journey here at Qualfon.

JEREMY LUNNEN

OUR FACULTY

Al has a M.S. degree in Industrial Engineering with emphasis in Operations Research and Information Systems. His professional career started in the late 70’s in Manufacturing.

For over 35 years he occupied various executive positions in Operations and Sales & Marketing with large companies in the areas of Manufacturing, and Technology solutions developed for ERP and Supply Chain. During this time, he sold products and services to the largest retailers and manufacturers around the world. In the late 90’s Al joined a wellknown Business School in Latin America where he began his teaching career as a visiting

ALFONSO

professor, in the areas of Supply Chain, Continuous Improvement, and Strategic Planning.

BARRENECHEA Director

Al is a proud parent of two kids and enjoys a growing number of grandkids. Al believes the world moves because teams push it!

Qualfon University

Matt is a graduate of the Central Missouri State University with a BSBA in General Management and an emphasis in International Marketing. He also holds an Associate of Arts degree in Accounting from the college of Southern Idaho. He has been in industry for over 30 years with 22 of those in the Contact Center BPO world and has successfully built and led teams of up to 1200 employees in multiple locations representing various fortune 500 companies. Prior to that Matt, served 12 years in the United States Army and Army National Guard. His passion lies in Team Building and developing young leaders

MATTHEW CARLETON Program Director

while helping them reach for their full vocation. Family, studying history, and taking full

Advance Leadership Academy

Great teams take great leaders and great achievements cannot happen without both!

advantage of the outdoor lifestyle of the Pacific Northwest dominate his personal interests.

Jeremy entered the business world by way of the broadcast industry in the mid 80s.

Beginning on the broadcasting side then moving into sales and marketing he eventually found his way into the contact center business in the mid 90s quickly moving into Learning and Development roles. Jeremy spent five years away from call centers working in adult education for Gonzaga University and University of Phoenix. He returned to the contact center world as a L&D manager and corporate trainer for Qualfon in 2006. He has managed various Leadership Development and Certification programs and created

JEREMY LUNNEN Leadership Development Programs Manager

and delivered leadership content over that time. He is currently Qualfon’s Leadership Development Programs Manager. Jeremy has a BA in General Management and a Masters of Business Administration. In his spare time he and his wife Laura and their six children love to escape to their mountain cabin in Montana.

Scott Orchard has worked for Qualfon since 2004. He is a graduate of Walla Walla University with a BA in Mathematics, and holds a teaching certificate. Prior to joining Qualfon he spent several years as a high school math teacher and athletic coach. For more than 16 years Scott has been a trainer and training manager for multiple Fortune 500 accounts within the BPO industry. He holds both Six Sigma Green Belt and Black Belt certifications and is currently responsible for facilitating Six Sigma Green Belt Certification

SCOTT ORCHARD QU Coordinator / CI6S Facilitator

company wide and coaching continuous improvement projects within Qualfon’s Operations Manager certification program. When not teaching Six Sigma classes Scott enjoys spending time with his wife Vicki, their five children and 11 grandchildren.

SUPERVISOR CERTIFICATION

OBJECTIVES The operations supervisor role is vital at Qualfon. Supervisors are “in the trenches” with frontline employees and have a tremendous impact on organizational success. The purpose of the Supervisor Certification program is to prepare our new leaders to be supervisors BEFORE they officially take on a supervisory role.

This program is the starting point. It provides the foundational, organizational, interpersonal, and critical thinking skills necessary for supervisory success. Throughout the program, we reinforce Qualfon’s Mission and the Mentor, Manager, and Messenger roles as they relate to the supervisor position.

PROGRAM OVERVIEW

Supervisors play a crucial role in Qualfon’s success. So, the selection process is rigorous. It is not enough to WANT to move into a leadership role. Applicants must meet strenuous tenure, performance, attendance, and mathematics proficiency requirements. They must also have the approval/recommendation of their Operations Manager and/or Site Director.

Once accepted into the program, candidates participate in a dynamic self-paced program consisting of immersive online modules, challenging learning assessments and real world business case essays.

PRE-REQUISITE:

CONTINUOUS IMPROVEMENT SIX SIGMA GREEN BELT (CI6S) CERTIFICATION The path to becoming a Supervisor at Qualfon begins with Continuous Improvement-Six Sigma Certification.

Qualfon is highly committed to running our operations in the most efficient, effective, and profitable ways possible. Our CI6S training introduces process improvement principles found in 6 Sigma and Lean to empower participants with tools they can regularly use to achieve continuous improvement. This training is capped off with a Green Belt Certification exam administered by a third party 6 Sigma certification center.

Participants have the option of completing this training in a virtual instructor led format or in a self-paced eLearning format.

SUPERVISOR CERTIFICATION Upon the successful completion of the Six Sigma Green Belt training, participants then begin the self-paced Supervisor Certification program. The program is available on-demand, allowing participants to complete the training when it works best for them – they are not at the mercy of an instructor’s schedule.

The Supervisor Certificatilon program is broken down into the following tracks with these specific courses.

Financials

1. Intro to STRIDES

TRACK 2: MANAGER 1. Intro to Finance

Leadership & Coaching

STRIDES

TRACK 1: QUALFON MISSION LEADER (QML) FOUNDATION

1. Transitioning to a Leadership Role

2. Service 3. Teamwork 4. Results 5. Integrity 6. Dignity

4. Motivation

8. Introduction to POST Planning

2. Messenger

Contact Center Basics*

QML The Four Agreements

3. Discretionary Effort

7. Presence and Professionalism

1. Manager

2. Add Value@Qualfon

2. Two Types of Power

6. The Power of Practice and Follow-up

8. Spirituality

1. Keep Commitments@Qualfon

3. Maximizing our Profit Opportunities

5. Managing Priorities

7. Encouragement

3. Mentor

2. Key Accounting Statements

1. Concepts 1 2. Concepts 2 3. The Power of “One” 4. Forecasting – Getting it Right

3. Move Fast@Qualfon 4. Spend Wisely@Qualfon

*Call Center Basics does not apply to the Integrated Solutions or the Marketing Services departments

3. Centers of Influence

2. The Core Mentors Team

TRACK 4: MESSENGER Communication Styles

1. Introduction to Mentorship

2. Retention and Employee Engagement

1. Perception and Dimensions

Coaching

Teambuilding

1. Improving Team Dynamics

Mentoring

TRACK 3: MENTOR

1. The Coaching Mindset

2. Discovering YOUR Communication Style 3. Flexing to Different Styles 4. A Call to Action

2. Workplace Communications 3. Effective Team Meetings 4. Performance Feedback 5. Embracing Change

The successful completion of all four of these areas is required to receive Supervisor Certification.

OPERATIONS MANAGER CERTIFICATION

OBJECTIVES Advance Leadership Academy offers leading employees at Qualfon the opportunity to rise through the ranks. The Operations Manager Certification is a 3-4 month program, offered to outstanding Qualfon Supervisors, who have been nominated to participate and have the required prerequisites. Through the training, you will be prepared to either take on an Operations Manager (OM) position right away or be ready to jump in once a position opens up.

The goal of the Operations Manager Certification Pathway is to provide students with the knowledge and skills required to take on the role. Through a number of foundation and Qualfon-specific courses, students will gain the basic knowledge on how to run operations.

The 6 Sigma Green Belt Capstone Project aims to complement top level management and leadership skills. And the one-on-one mentoring portion of the pathway allows an individual approach to any areas that need strengthening or support.

O P E R AT I O N S M A N AG E R C E RT I F I C AT I O N

PATHWAY Ethics Qualfon Operating Model Team Building I Team Building II Building the Qualfon Culture Maximizing Rev-EBIT-KPI’s

LEVEL III QUALFON-SPECIFIC COURSES

LEVEL II 6 SIGMA GREEN BELT CAPSTONE PROJECT

LEVEL I FOUNDATION (LinkedIn Learning)

P.O.S.T Strategic planning Client Conversations

40-day short scope project

Learning Excel 2010 PowerPoint 2013 Essential Training Word 2013 Essential Training

LEVEL I

OM PROGRAM OUTLINE COURSE NAME

INSTRUCTOR

DURATION

DESCRIPTION

Learning Excel 2010

Chris Grover Linda.com by LinkedIn Learning

1 hou

Excel is an essential tool for planning, budgeting and organization. Learn a wide range of tasks with this Learning Excel 2010 course. This include basic and more advance formulas, creating graphs and charts, and data visualization.

PowerPoint 2013 Essential Training

Jess Stratton Linda.com by LinkedIn Learning

1 hour

PowerPoint can be an incredibly powerful tool to get your message across. In this 4 hour training, you will learn how to create decks that are consistent, targeted and visually appealing for your audience.

1 hour

Start building better documents with Microsoft Word. You have surely been using Word for years, but this course will provide you with the knowledge on how to optimize the way you utilize the program and create better, catchier and more strategic documents.

40 days

A full DMAIC process is followed to solve a short scope problem. DMAIC is the data-driven improvement cycle used for improving, optimizing and stabilizing business processes and designs. The DMAIC improvement cycle is the core tool used to drive Six Sigma projects.

2 hours

What is ethical in a workplace? This 2-hour session will discuss what ethics means, the Qualfon Code of Ethics, and ethical behavior specifically as it is related to Money (fiduciary responsibility), People (Qualfon Team members), and Spirituality.

1.5 hours

At the end of this session, you will have a general understanding of the Site Qualfon Operating Model (QOM) and Audit process. Additionally, you will see a demonstrated construction of an active action plan using the QOM.

2 hours

Great team building begins with a great leader. In this module we will discover tools that will help participants gain a deeper understanding of the foundations of structured team building.

2 hours

Building on Team Building I, at the end of the course, you will be able to deploy behavioral changes toward implementing better team dynamics.

2 hours

This course will introduce participants to key concepts and strategies of building the Qualfon culture. At the end of the session, you will know how to start building a Site culture of transparency, engagement, fun, and learning.

2 hours

Each Site Director uses a standardized scorecard to evaluate performance.

You will learn about the different areas of the scorecard, including revenue, EBIT and KPIs, and how to have a positive impact on each.

2 hours

In this module we will introduce the P.O.S.T. strategic planning model.

The model incorporates people, objective, strategy and tactics in the planning cycle. Upon completion you will have a working knowledge of strategic planning using the SWOT/ POST planning model.

2 hours

In this final session, we will look at the client provider relationship.

You will learn about the different ways we relate to client, types of information that we share and do’s and don’ts of client conversations.

Word 2013 Essential Jess Stratton Linda.com by Training

LEVEL II

LinkedIn Learning

6 Sigma Green Belt Capstone Project

QU Continuous Improvement Dept.

Qualfon

Ethics

ALA Facilitator Qualfon University

Qualfon Operating Model

ALA Facilitator

Team Building I

ALA Facilitator

Qualfon University

Qualfon University

LEVEL III

for

Team Building II

ALA Facilitator Qualfon University

Building the Qualfon Culture

ALA Facilitator

Maximizing Rev-EBIT-KPI’s

ALA Facilitator

P.O.S.T Strategic planning

ALA Facilitator

Qualfon University

Qualfon University Qualfon University

Client Conversations ALA Facilitator Qualfon University

SITE DIRECTOR CERTIFICATION

OBJECTIVES The next step for Qualfon leaders is to continue growing together. That’s why Advance Leadership Academy also offers Site Director Certification. Highly qualified Operations Managers can take this 9-12 month program to aspire to lead a Qualfon site. In order to participate in the program, you must be nominated and have completed the Operations Manager certification.

The main objective of the Site Director Certification Pathway is to prepare students for the Site Director (SD) role. This means more than just being able to comply with the specific tasks of the job. The training strongly focuses on developing the leadership skills among participants. The course combines university level courses with individual mentoring and a robust Sponsored Experiential Learning experience. When certified, you will be ready to take on this essential leadership role within Qualfon.

S I T E D I R E C TO R C E RT I F I C AT I O N

PATHWAY

LEVEL III JOB SHADOWING

Basic Accounting Understanding Income Statements Managing as a Coach Types of Conflict

LEVEL II MENTORING

Conflict Management Time Management Managing People

LEVEL I

Problem Solving

FOUNDATION (Coursera.com)

FACILITATED BY:

SD PROGRAM OUTLINE

for

COURSE NAME

DELIVERY

DURATION

DESCRIPTION

Accounting: Principles of Financial Accounting

Coursera.org

4 weeks 2-4 hours per week

Learn the basics of accounting language. This course will prepare you to read and understand financial statements to diagnose business issues and make evidence-based decisions.

Understanding Financial Statements: Company Performance

Coursera.org

4 weeks 2-4 hours per week

Building on the previous course, you will deepen your understanding of financial statements. This includes defining the purpose and basic components of an income statement, as well as overall interpretation for business success.

Managing as a Coach

Coursera.org

4 weeks 2-4 hours per week

Managing people can be a challenging task. Part of your role will be to coach your staff. This course will help you to understand what coaching means and learn some basic coaching techniques.

4 weeks 2-3 hours per week

Conflict is inevitable. How you deal with is what matters.

This course will help you to identify different conflict types, find positive outcomes of conflict and provide examples of positive ways to deal with it.

3 weeks 3-4 hours per week

To build on the previous course, you will delve deeper into conflict resolution. You’ll learn to use active learning skills, choose appropriate communication tactics and create a plan for conflict management.

4-8 hours

As a leader, you will need to resolve problems on a regular basis. By applying critical thinking and logical reasoning, you will be able to make better informed decisions.

4-8 hours

Time management often depends on your ability to plan and be productive. This course will help you to identify the best ways to plan and manage your time, and maximize your productivity.

4 weeks 2-3 hours per week

Want to learn what makes people tick in a work environment? This course will help you to better understand your own behavior at work and that of others. Topics include motivation, leadership, teamwork and culture.

IESE Business School

University of Illinois at Urbana-Champaign

University of California, Davis

Types of Conflict

Coursera.org

LEVEL I

University of California, Irvine

Conflict Resolution Skills

Coursera.org University of California, Irvine

Effective ProblemSolving and DecisionMaking

Coursera.org

Work Smarter, Not Harder: Time Management for Personal & Professional Productivity

Coursera.org

Organizational Behavior: How to Manage People

Coursera.org

University of California, Irvine

University of California, Irvine

LEVEL III

LEVEL II

IESE Business School

Mentoring

ALA Mentor

As needed

Everyone faces different challenges as they grow. To help you through your career growth process, your ALA mentor will set up one-on-one or one-to-few conversations. This is a space to understand how to leverage your strengths, as well as strengthen your weaknesses.

Experiential Learning

Executive Sponsor

As needed

Experiential Learning is a customized personal learning experience fitted to your interest and developmental needs.

You will Job shadow your Sponsor and two key departmental heads to better understand their roles and pressures. He or she will walk you through all of their daily tasks, challenges and decisions. You will be able to see the work first hand and gain perspective through hands-on learning. This is the time to ask questions, understand processes and develop the skills needed to take on this leading role.

FACILITATED BY:

FAQ HOW CAN I PARTICIPATE IN THE QUALFON UNIVERSITY (QU) CERTIFICATION PROGRAM? In order to participate in any of the QU Certification Pathways, you must be nominated by your current supervisor, and complete the Continuous Improvement 6 Sigma certification. This qualifies you for both the Supervisor Certification and/or the Operations Manager Certification, depending on which program you are competing for. The ALA Operations Manager program is a pre-requisite for the ALA Site Director program.

HOW LONG WILL IT TAKE TO COMPLETE THE PROGRAM? The Supervisor Certification is self-paced and can be completed on your schedule. The OM certification Program takes 14 to 16 weeks depending on scheduling. The Site Director Program will take 9 to 12 months.

You will need to dedicate approximately 3-5 hours per week to coursework and assignments.

WHERE DO THE QU CLASSES TAKE PLACE? QU classes are either delivered online, self-paced, or are instructor-led in a virtual classroom. Please refer to the course outlines above for more information.

WILL IT COST ME ANYTHING TO RECEIVE THE CERTIFICATION? No. QU programs are completely free of charge to the participants - Qualfon will cover all expenses related to the program. We do ask for your dedication to the coursework in order to successfully become certified.

WHAT KIND OF CERTIFICATE WILL I GET? You will receive a diploma from Qualfon University, Completion certificates from the coursera.org courses from their respective institutions and a Six Sigma Greenbelt certificate from The Kiesen Institute.

DOES BEING CERTIFIED THROUGH QU GUARANTEE ME A JOB? No, but it does prepare you for potential promotion opportunities.

I AM ON A FUNCTIONAL SUPPORT TEAM, NOT IN AN OPERATIONAL LEADERSHIP ROLE. CAN I PARTICIPATE IN QU? Yes. Please consult your local Person Office or Site Leadership for current selection/nomination processes, or contact QU directly.

Contact Information SC Courses: Jeremy.Lunnen@qualfon.com ALA Courses: mcarleton@qualfon.com

“Advance Leadership Academy is the

“It is through creativeness that Qualfon adds value to our clients’ customer engagement process which is an essential part our mission.

Advance Leadership Academy develops the quality leaders Qualfon leverages to unleash its teams to become mission driven.”

vehicle through which we maintain and develop the leaders at Qualfon to enable our mission: “Be the Best. Make each person’s life better.”

MIKE MARROW

DOUG KEARNEY

Chief Executive Officer

President/Chief Operating Officer

“The mission leader at Qualfon is called to excel as a Manager, a Messenger, and a Mentor. It is through the training and re-skilling offered by Qualfon University that the mission leader becomes the driving force behind the Qualfon mission: to be the best and make every person’s life better!”.

ROBERT MASON Managing Director, Marketing Services

“Our clients deserve excellence from Qualfon.

Excellence can only be achieved through effective leadership. Qualfon University provides the necessary foundation for our leaders to enable their teams to work with excellence for our clients.”

DOUGLAS J. WELLS Chief Operating Officer-Customer Engagement Services

“Leaders aren’t born, they develop over time learning through experiences and formal education. Our leaders at Qualfon have both.

Advance Leadership Academy provides the learning for our leaders to be the best you can find in the Industry.”

ABELARDO CRUZ Managing Director