Qualfon University
The mission of Qualfon University is to provide access to education opportunities that enable employees to develop the knowledge and skills necessary to achieve their full vocation, improve the productivity of Qualfon, and provide leadership and service to their communities. Our solutions engage best practices, sound methodologies, and real life business lessons that facilitate corporate culture change in the areas of customer service, leadership, management, and creativity/innovation to improve the way we do business.
STRIDES
| Course Title | Course Description | Modality | Hours |
|---|---|---|---|
| STRIDES Workshop | STRIDES are Qualfon’s Core Values. They seek to embody the professional drive through which we accomplish our Mission. This course will be an overview of Qualfon’s Heart and Soul. | Instructor | 4 |
| Role of a Qualfon Mission Leader | What does it mean to be a Leader in a leading BPO? These and other questions are at the heart of this course. | Instructor | 3 |
| Communication Styles | Communication is a key component of each Leader. Be it in leading a meeting or resolving a conflict, communication will prove necessary to transmit ideas, solidify a resolution, and motivate your team. | Instructor | 4 |
| Mentoring and Coaching | Leadership and Coaching, is at the heart of the matter. Leaders set the standard, train, and lead those people around them. You will learn and hone leadership and team building skills for the professional workplace, in the community, or at home. | Instructor | 6 |
| Call Center by Numbers | Call Center by the Numbers seeks to help you get aligned with the key terms, metrics, scheduling and logistics. It is an introductory course to Call Center Metrics. | Instructor | 3 |
| Quality and Calibration | This course goes over the importance of Quality Assurance and its metrics, the most important of which is Client Calibration by which we make sure to do our utmost in client care. | Instructor | 2 |
| HDD Policies | Since employees are under Supervisors’ care, foreseeing, preventing, and handling Risk and Liability are all part of the Supervisor’s job description. This course will help you to see necessary metrics for worksite risk and danger as well as how to deal with them in the event they occur. | Instructor | 3 |
| Time Management Fundamentals | Time is everything in the high-volume and fast-paced BPO environment. Leaders not only have to manage their own busy schedules, but they also have to do the same for their Agents. Time Management Fundamentals will bring you up to speed with all things scheduling and deadline oriented. | Online | 1 |
| Financials for Leaders | As a Leader, do you have any power to affect the bottom line? This course answers that question and how to effect change. By understanding the basics of finance (e.g. GM, Revenue, and EBIT) you will be able to make a difference. | Instructor | 1.5 |
| Workplace Communication | This course continues where the Communication Styles leaves off. The workplace requires certain forms of communication that streamline and unite each communicator to connect efficiently with his or her peers, and subordinates. Utilizing the correct Communication Styles for the right moment is key for a Leader. | Online | 1 |
| Utilizing Support Services | How and when to reach out for help when in need is at the heart of this course. You will learn of the various support structures in place so that as a Leader you can know when and how to call upon the proper resources at hand. | Online | 1.5 |
| Client Management | How to answer a demanding client, learn client-centered language, understand their expectations, and successfully navigate the world of dealings with our clients is at the heart of this course. | Instructor | 4 |
| Leading Team Meetings | Team Meetings are a necessity. It is a Leader's duty to make them organized and to the point. Listening to team initiatives, assigning tasks, and motivating your team are all part of a day in the life of a Leader. | Online | 1 |
| Interviewing Techniques | Learn and practice entry-level interviewing skills and techniques utilized by all Leaders. You will learn skills related to noticing behavior patterns, thoughtfully structuring interviews, and focusing on and influencing the different types of interviewing situations. | Instructor | 2 |
| Retention and Employee Engagement | Motivating others is not an easy task, and perhaps the most difficult form of motivation is Retention. How to deal with Retention and motivating team members towards engagement is the focus of this course. | Instructor | 3 |
| Change Management | Constant change is part and parcel of the BPO world. Team agility depends on a leader’s management skills. Learn how to face change with courage and adapt to the changing landscape with intelligence and diligence. | Instructor | 3 |
| Conflict Resolution | Not all conflict is bad, but, when conflict gets in the way of our business values, you are required to take action. Your task as a Leader will require you to bring about a positive resolution. This often means facing opposing forces and bringing them towards agreement and ending the problematic conflict at hand. |
Instructor | 3 |
| Project Management (for Supervisors) | Projects require a captain to steer the wheel. This course builds a foundation to plan, schedule, and allocate resources, as well as to measure performance so as to bring projects to fulfillment. | Instructor | 2 |
| Six Sigma Green Belt | Think you’ve had enough? To cap of your management skills you will receive the very best leadership training in your field. | Instructor | 16 |
| COURSE NAME | INSTRUCTOR | DURATION | DESCRIPTION |
|---|---|---|---|
| Strategic Planning Foundations | Mike Figliuolo Lynda.com by LinkedIn Learning |
2 hours | Learn to implement a strategic planning process, which incorporates input from stakeholders, company vision, mission and objectives. The course includes topics such as risk aversion, market assessment, SWOT analysis, definition of objectives, and evaluation of opportunities. |
| Learning Excel 2010 | Chris Grover Lynda.com by LinkedIn Learning |
4 hours | 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 Lynda.com by LinkedIn Learning |
4 hours | 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. |
| Word 2013 Essential Training | Jess Stratton Lynda.com by LinkedIn Learning |
4 hours | 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. |
| 6 Sigma Green Belt Capstone Project | QU Continuous Improvement Dept. Qualfon |
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. |
| Ethics | ALA Facilitator Qualfon University |
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. |
| Qualfon Operating Model | ALA Facilitator Qualfon University |
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. |
| Team Building I | ALA Facilitator Qualfon University |
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. |
| Team Building II | ALA Facilitator Qualfon University |
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. |
| Building the Qualfon Culture | ALA Facilitator Qualfon University |
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. |
Maximizing Rev-EBIT-KPI’s |
ALA Facilitator Qualfon University |
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. |
| P.O.S.T Strategic planning | ALA Facilitator Qualfon University |
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. |
| Client Conversations | ALA Facilitator Qualfon University |
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. |
| COURSE NAME | INSTRUCTOR | DURATION | DESCRIPTION |
|---|---|---|---|
| Accounting: Principles of Financial Accounting | Coursera.org IESE Business School |
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 University of Illinois at Urbana-Champaign |
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 University of California, Davis |
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. |
| Types of Conflict | Coursera.org University of California, Irvine |
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. |
| Conflict Resolution Skills | Coursera.org University of California, Irvine |
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. |
| Effective Problem- Solving and Decision- Making | Coursera.org University of California, Irvine |
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. |
| Work Smarter, Not Harder: Time Management for Personal & Professional Productivity | Coursera.org University of California, Irvine |
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. |
| Organizational Behavior: How to Manage People | Coursera.org IESE Business School |
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. |
| 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. |
| Job Shadowing | Local Site Director
and ALA Mentor |
Min. 12 weeks | For 3 months, you will shadow the key department heads and managers 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. |