WELCOME
TO THE FAMILY! Introducing Qualfon
Version updated July 2017
Dear Qualfon Employees, Welcome to Qualfon! As CEO, I know I speak for all of our employees as I proudly inform you about our company mission and the values for which we stand. First of all, I am fortunate to work with a great group of motivated, loyal and experienced people. Several members of my leadership team have been with the company for many years. Alfonso Gonzalez founded Qualfon in 1995, along with an extraordinary team, and embarked on a journey to build a world-class BPO from the ground up with our first clients -- IBM and AT&T. We have been growing ever since and today we have operations in Guyana, India, the Phillippines, Mexico, and the United States to service an expanding list of global clients. As a private, family-owned company, we treat one another with dignity and respect, and work hard to improve the communities in which we operate. We hope you take a few minutes to review our Mission Statement, STRIDES values, and our Code of Ethics that are contained in this package. You may find this resource helpful as it has a great deal of information and will answer many questions. I hope you benefit from the clarity this packet provides, as well as enthusiastically embracing the way we do business. It is simple – "Be the best BPO. Make people's lives better,” enriching the lives of our employees, their families, and their communities. I believe we are sharing in a great adventure, I hope you find it exciting. Sincerely Yours,
Mike Marrow Chief Executive Officer
Be the best BPO, Make people’s
www.qualfon.com
Qualfon Focuses on Employees, Families, and Communities Qualfon is a people-driven business process outsourcing (BPO) company and global provider of contact center services. Qualfon’s mission is to “Be the best BPO. Make people’s lives better.” We know that we cannot achieve one without the other, so Qualfon sponsors Mission@Work programs that focus on employee engagement, development, and involvement with helping their communities. Our focus on employees is one reason our agent tenure is twice that of other BPOs.
“We will only be successful as a BPO if we continue to strive toward our goal of making people’s lives better.” -Mike Marrow, CEO, Qualfon
At Qualfon, we develop employees through regular one-on-one sessions, as well as through Learn@Work with career development classes in our Supervisor Academy certification. Not only do these programs help Qualfon improve as a BPO by preparing future leaders in the company and bolstering the skillset of current leadership, but they also provide Qualfon the opportunity to assist employees with finding their vocation—whether inside or outside of the company. Our business culture is important to us, and developing employees puts us in a position where we fill over 80% of job openings with internal candidates, rewarding employees for outstanding performance and simultaneously preserving the integrity of our culture. In addition, Qualfon offers our employees compensation and a range of benefits and professional growth opportunities that recognize individual contributions and performance. But making people’s lives better goes beyond employees; it also refers to employees’ families and our communities. Through our Give@Work and Care@Work programs, we support not only one another but local charities and establishments that provide assistance to the underprivileged, such as shelters for at-risk youth, the homeless, the elderly, and orphans. Qualfon sets goals for community service hours and monitors our progress through our Mission Index, and the results are sent to the entire organization in Qualfon’s monthly STRIDES Newsletter. The Mission Index also shows results for the You Matter with Mike Survey. Once every two weeks, Qualfon’s CEO, Mike Marrow, sends out his survey, which allows us to view real-time employee engagement, as well as year-over-year comparisons with previous results. Survey replies are segmented between front-line employees, supervisors, and management, and the feedback shows us what we are doing well, along with areas of opportunity. Qualfon’s Mission@Work programs also include Fun@Work, which is designed to keep employees engaged through fun activities at our contact centers and by creating clubs where employees who share mutual interests can come together in fellowship. Dancing, cooking, crafts, and outdoor activities are a few examples of Fun Clubs.
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At Qualfon, we understand that the two key goals in our mission—be the best BPO and Make People’s Lives Better—are symbiotic and that our success as a BPO is reliant on our making people’s lives better.
Employees • Development through leadership classes • Career pathing • Fun clubs • You Matter with Mike Survey
Families • Family-friendly events, such as Qualfon Family Day and Summer Camps
Communities • Support at-risk youth, the homeless, the elderly, and orphans • Host food and clothing drives • Aid people impacted by natural disasters • Support other charitable causes
Qualfon at a Glance Qualfon’s Strategic Global Footprint
A Full-Service & Experienced BPO Founded: 1995 Employees: ~13,000 Experienced BPO Leadership Full, end-to-end lifecycle services for 75% of our client business PCI DSS v3 certified
Onshore Near Shore Mexico City, Mexico Georgetown 3, Guyana
Offshore Cebu, Philippines Dumaguete 2, Philippines Manila, Philippines India
Coeur d’Alene, Idaho Fort Collins, Colorado Harlingen, Texas Hayden, Idaho Idaho Falls, Idaho Johnstown, Pennsylvania Shelbyville, Kentucky Liberty Lake, Washington Orangeburg, South Carolina West Chester, Pennsylvania San Antonio 2, Texas
Serving International Markets
Technology Healthcare
Enterprise-grade technology and facilities HIPAA certified
United States (12) 2%
Mexico
1% 1%
Telco/Cable/Wireless eCommerce/Retail
ISO 27001 certified compliant
Global Delivery Centers
North America Latin America Asia
Vertical Diversity
SSAE16 audited
Guyana (3) 8%
5%
Philippines (4)
4% 5%
43%
Property & Casualty Financial Services
A Financially Strong Company
31%
Transportation & Logistics Travel & Hospitality Other
2% 1%
Sales Care
5%
Privately held 21%
Positioned to invest
18%
Solid EBIT
Tech Support Claims / Warranty
Strong balance sheet
11%
42%
Billing / Collections Other
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Why Companies are Choosing Qualfon Experts in People Development and Agent Retention
High Quality Services and Aggressive Pricing
Continual Six SigmaBased Practices
Intelligent Global Locations
Industry-Best Employee Retention Rates Improve Customer Experience and Quality
EnterpriseGrade Technology and Facilities
Second-largest provider in Cebu (4% attrition monthly) Significant Provincial Play with 3,000 employees in Dumaguete
Extensive Domain Knowledge in Lifecycle Care and Sales
Near Shore: Georgetown, Guyana – Only Native English in South America. Largest private employer in country with ~2,000 employees (3 locations with 5,000 seats by 2016) Mexico City, Mexico – Ideal for LATAM Hub or U.S. Bilingual Support
Onshore: Twelve locations – Three in the Pacific Northwest, Three across Pennsylvania and South Carolina / Bilingual in Harlingen, two in San Antonio Offshore: Innovative “Bring the Call Center to the Neighborhood” model in Manila
Investing in Our Technology Infrastructure An MPLS network with SIP technology
enterprise-grade:
Resiliency
Quality of service
Reliability
Security
Scalability
Redundancy
Security & Compliance
Biometric scanners
HIPAA certified
PCI DSS v3 certified
Security cameras
SSAE16 audited
No paper, pens, cell phones, or
Physical security
other electronic or storage
Applications Avaya platforms for email, chat, and social media Enhanced IVR with speech recognition 6
Verint quality-monitoring suite Workforce-optimization applications
Business Results: Vibrantly Growing BPO Grand-opening ceremonies commemorate Qualfon's new contact center in Harlingen, Texas and new contact center campus in Georgetown, Guyana having the potential to create an estimated 7,000 new jobs, combined.
Qualfon acquires the businesses of InterMedi@ Marketing Solutions and Culture.Service.Growth (CSG) to expand key verticals and USA operations footprint
Qualfon receives the Nexus Illuminate Company of the Year Award, celebrating achievements that foster outsourcing in nearshore markets New neighborhood contact center in Paco, Manila, Philippines marks innovative business model that makes employees’ lives and business better
Qualfon Leadership Academy continues to create a culture of leaders with 800+ Six Sigma Green Belt certified employees
Qualfon and Haven for Hope expand their strategic partnership, strengthening support services for those experiencing homelessness
Qualfon’s employee retention regularly exceeds the industry average, creating a competitive advantage - higher quality service at a lower price
We Serve 38 Top Brands
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Maximize
REVENUE Revenue Online Conversion as a Service Acquisitions
Increase
LOYALTY
Sales Capture Sales@Service Up-Sell / Cross-Sell
Loyalty
Retain, Repeat, Renew
Customer Welcoming Technical Support Customer Service
TY L YA
VENUE RE
LO
Escalations
E
FF
Boost Back-Office
EFFICIENCY
ICI
BackOffice Full Title Search Purchase, Foreclosure, Resale, REO, Refinance Title Production Quality Control Application Application Processing Typing, Keying, Indexing
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EN CY
Qualfon History Qualfon has been serving clients in the Business Process Outsourcing (BPO) industry since we were founded in 1995. We began partnering with worldwide Fortune 100 companies to provide sales and customer support for ISP services and soon after, we provided IVR services for clients—including a global stock exchange and television company. From the beginning, we have always focused on taking care of our employees who, in turn, take good care of their customers and our clients. Qualfon’s history is a beautiful one, full of sacrifices and difficulties, full of prayer and work, and also full of much joy and happiness. It is the history of a united family. In 2006, Alfonso Gonzalez and Abelardo Cruz were on their way to open a new facility in Cebu, Philippines. On the plane, while they were praying, the decision was made to use the opportunity of opening a new facility to publicly consecrate Qualfon to honor God, acting as a family that takes care of each other. Qualfon called together a team of directors in 2008 for a session of reflection about the organization’s core values. The core values have now become an important part of Qualfon’s daily operations. When we live these values, we build a deeper connection with our clients and make our company stand out in the market. In March of 2013, Qualfon acquired Data Control Group (DCG), now called Qualfon Data Services Group (DSG). This company specializes in back-office processing. On May 7th, 2014, Qualfon acquired Center Partners, a U.S.-based contact center outsourcing company that built an excellent reputation for itself over the past 17 years through high-performance sales programs in communications, financial services, technology, and retail industries. In January of 2016, Qualfon acquired InterMedi@ Marketing Solutions, an organization that has enjoyed over 33 years of prestige in the BPO industry. Founded in 1983, InterMedi@ Marketing Solutions is a trusted leader in providing customer contact management solutions in the business process outsourcing industry. It provides an array of contact center services to companies in healthcare, hospitality, communications, insurance, and financial services from three contact centers in West Chester, PA; Johnstown, PA; and Orangeburg, SC. In March 2016, Qualfon acquired Culture, Service, Growth (CSG). Founded in 2010, CSG is a trusted leader providing customer contact management solutions. Based in San Antonio, Texas, CSG was named as a Top workplace. CSG’s focus on service, authenticity, honesty, and personal and profesional growth; all values that align closely with Qualfon’s Mission and Vision. Today, we have approximately 13,000 employees serving our international clientele. We have operations located in Guyana, Mexico, Philippines, and the United States. As a global company, Qualfon is a pioneer in establishing relevant new locations for contact centers, and we have a proud history of successfully serving our clients by constantly striving to create real value through the solutions we provide. We were, for example, one of the first call centers operators in Dumaguete, Philippines, and the largest and most established operator in Guyana. Along with our strategic locations, we have expert experience in our industry, high scalability potential, low employee turnover rates, and the financial strength and stability. These factors have Qualfon strongly positioned for further growth.
Center Partners Integration, United States, May, 2014 Mexico City, Mexico June, 1995 Costa Rica, Central America, 2003
1995
2002 2003 2004 Argentina, South America, 2004 Monterrey, Mexico November, 2002
Dumaguete, Philippines May, 2010 Manila, Philippines December, 2014
Guyana, South America November, 2005
2005 2006
2010 Cebu, Philippines May, 2006
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2013 2014
DCG Acquisition, United States March, 2013 Harlingen, Texas November, 2013
InterMedi@ Marketing Solutions, acquisition United States January, 2016 Qualfon Technology Support Services LLP India
2016
Culture.Service. Growth. (CSG) March 2016
Our Mission, Our Reason Our mission is to help as many people as possible to pursue their total vocation as individuals and as members of society by creating an ever growing number of job opportunities as we strive to become the outsourcer of choice for our clients.
1. CLIENTS / COSTUMERS
1. Outsourcer of choice Our foundation for business is client satisfaction. The exemplary service we provide results in new and existing clients resolving to make Qualfon their preferred outsourcer.
2. Job opportunities We serve the common good by creating jobs of value. Our jobs bring economic, social, and spiritual growth to our employees, clients, and communities.
3. Total vocation A vocation is the intersection between your talents and the needs of the world. The word “vocation” comes from the Latin word “vocare”, which means “calling.” As people, we find happiness when we work within our calling.
In short, our mission is: Be the best BPO, Make people’s 10
Our Values and Code of Ethics Our Company Values The STRIDES Shield Protects and Guides STRIDES is an acronym that stands for Qualfon’s seven company values: Service, Teamwork, Results, Integrity, Dignity, Encouragement, and Spirituality. We live by this shared belief system and use it as a decision-making framework at all levels. The various colors around the shield represent the diversity of our employees and clients. The star at the center anchors our seven values and guiding principles. The placement of our values around the shield is not arbitrary; every value is intrinsically and irrevocably connected to each of the others.
Mission Programs Toolkit Qualfon Mission Leader resource guide Be the best BPO (Business Process Outsourcing) Keep-Commitments
Qualfon
Add-Value Qualfon
We are committed to following through on our promises.
We are committed to find better ways to serve our clients and colleagues.
Use the Qualfon Operating Model
Close the gaps you are responsible for.
Commit with an action plan and follow through
Meet or exceed client KPIs. Missing is not a success!
Start and end meetings on time. Be efficient in the course of the meetings.
Peel the onion. Don’t know just what is needed but, why it is needed.
Meet your deadlines.
Help others get better at what they do.
We are committed to action and accomplishing our goals.
SLA’s aren’t just for operations.
Know your client’s business as well as they do – or better.
Learn from your mistakes and be accountable for not repeating them.
Move-Fast Qualfon
We are committed to remain financially healthy for the sake of growing our business, and improving the lives of our employees, their families and the communities in which we work. Make your numbers.
Respond to client needs faster than any competitor.
Wasting time – especially other people’s time – is wasting money.
Respond just as quickly when a colleague has a need.
Always ask, “Do I really need this?”
Never put off until tomorrow what can do today.
If you have a vendor that can’t move as fast as you need them to, find a different vendor.
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Spend-Wisely Qualfon
Force your vendors and suppliers to compete for your business just as we do for the business of our clients. Avoid waste in all we do.
Make People’s Lives Better Promotes an environment where people are encouraged and have the opportunity to share in the company's mission, and understand the organization's values, plans and goals.
Mission Index Report (Monthly)
Chaplaincy Program (services and activities sponsored by chaplains)
MISSION INDEX
You Matter with Mike (biweekly survey)
MY
app
Post Hospitalization Support
Family chats
Physical Rehabilitation
Welcome to Qualfon & Code of Ethics (Handbook)
Bereavement Support
Positive Words Powerful Results (Weekly)
Mission concierge
Anniversary Celebration (Letter & Pin) Social Media (Facebook and Youtube)
Support Local Charity Organizations (Habitat for Humanity, etc)
Interfaith Activities & Chapels/Reflection Rooms
Entrusting the Mission & Consecration Renewal
Single mothersfathers program Day Care Service
Transforms Qualfon into an environment full of opportunities to share common hobbies and interests, learn and have fun.
Supporting local faith communities (Local Churches, Missions, donations, etc)
Volunteer Recognition
MISSION CONCIERGE
Promotes an environment where people are developed to explore and apply their full vocation.
Qualfon Clubs (Biking, Fitness Club, etc.) STRIDES Workshop Fun Activities & Events
Emergency Programs for special needs affecting our employees
Qualfon STRIDES Global Newsletter (Monthly) The Newsletter of my Site
Promotes an environment where people are involved beyond what their daily work duties require of them, and actively participate in supporting the needs of our communities.
Volunteering Activities (Feed the poor, orphanages, shelters, schools, heaven for hope, etc.)
Milk Subsidy (Guyana)
Reader Boards (You Matter with Mike Video Wall)
My Qualfon app
Promotes an environment where people trust and support each other in a caring family manner.
Birthday Bash Celebration
Qualfon Music Video Contest
Qualfon continuous improvement Six Sigma Program Mission Leader Leadership & Readiness Certification Ged/ Highschool Diploma
Holiday parties (December)
Sacré Cœur TEFL certification in English as a second language
Special days celebrations (Independence days, etc)
Cuatro Cienegas 2040 Development Plan
Recognition program (Employee of the month)
HIGHER EDUCATION 7 Micro degrees
Skill development program Sacré Cœur MBA
Talking the Walk Communication plays a central role in collaboration, which is the basis of a mission-driven company. Our mission is both practical and inspirational, and drives change with the goal of enriching our purpose. Qualfon promotes open and honest communication through various means and channels.
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Qualfon is a caring family; therefore, we show empathy, compassion, and respect for all our members. We have a commitment to service, and we act to make a positive difference in the lives of our employees. According to the needs of each contact center, Qualfon promotes Caring Programs to employees in different areas, including the following: Promotion of services to support healthy behavior in the workplace and to improve health outcomes; promotion of services to integrate work, family, and personal lives; and promotion of services oriented toward transcendence (i.e., others, creation, God) and the understanding of the higher significance of actions.
Chaplaincy Program. Worksite Chaplains is Qualfon’s in-house Chaplaincy Program that provides a variety of means for caring in the worksite, including: Worksite Visits (daily rounds), Off-Site Visits (homes, hospitals, funerals, prisons), Crisis Intervention and Confidential Care Giving (Care Session), Plan Life Coaching and Development, Indoor Engagement Activities, Social Outreach Activities, Referral to other Professionals, and Management Support. Our services are permission based, confidential, and available 24/7. Qualfon helps develop employees by showing them compassion and respect. At Qualfon, we care for our people.
At Qualfon, we promote an environment where people are involved beyond their daily work duties and actively participate in shaping the corporate culture and supporting our communities. We participate, carry through, administer, and serve as volunteers in activities that include education, environment, elderly, orphans, emergency homes, and community immersion.
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Fun@Work transforms Qualfon into a space of opportunities for learning, playing, and having fun for every member of the company. By participating in Qualfon Fun Clubs, you can build skills, develop interests, and try new things in a supportive environment with experts of the trade. Qualfon Fun Clubs emphasize values, friendship, and, most of all, fun! In our contact centers, several clubs are very active, such as Zumba Club, Yoga Club, Dance Club, Spanish Club, Photography Club, Cosmetology Club, Basketball Club, and Volleyball Club.
Have you always wanted to learn a foreign language, improve your computer skills, or become a certified coach? Professors, experts, and trainers from our local communities share their knowledge in classes and through online learning materials with you at Qualfon University. You can learn about computers, life and work balance, personal finances, business coaching, and many other subject-matter areas. The Engagement and Retention, Competency Development, and Career Development series include on-the-job implementation guides to help you transfer new learnings to your daily work life. Courses are open for enrollment for all Qualfon Employees; please contact your local Qualfon University representative for more details about available courses at your center.
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Measuring Integral Results Qualfon's Mission Index is designed to hold the company management and executives accountable for enriching the lives of employees, their
MISSION INDEX
families, and their communities. The Mission Index puts metrics in place that specifically measure Qualfon's ability to create jobs, retain employees, engage employees in giving back to their communities, and satisfy employees. Qualfon creates programs and services around what matters to people. We have a highly-tenured and engaged workforce and that, in turn, results in better care for our clients and their customers.
When employees are happy, it is contagious. The customer experience is positive and that impacts our clients and their brands.
REVENUE / EBIT
Job Creation Our goal is to create 720 new agent positions.
Keep you at Qualfon Our goal is to have no more than 5.14% annual average voluntary attrition.
MISSION INDEX 2016
More Opportunities
Your Opinion
Our goal is to encourage at least 15% of Qualfon employees to participate in Community Service Projects and Qualfon Fun Clubs.
Our goal is to reach an average of 3.02 points or above on a scale from 1-4 on the“You Matter with Mike” survey.
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“We believe in our mission to the point that it is now a very significant part of our management bonus plan. Just like financial performance and client satisfaction, if you want to earn your bonus at Qualfon, you have to be successful in helping to make people’s lives better,” Mike Marrow, CEO of Qualfon
Great STRIDES: Living Intentionally.
Code of Ethics 2017
Be the best BPO, Make people’s 16
Our Code of Ethics: the roadmap and compass for doing business the right way. At Qualfon, we believe that acting responsibly is not only the right thing to do, but it is also the good thing to do for our specific mission. Our Qualfon Code of Ethics has been revised to reflect updates on the scope of our mission and the STRIDES values. It is designed to provide our employees with specific guidance. Credibility is a priceless asset for any business and any individual. At Qualfon, we have earned our reputation as a mission-and values-driven company. We are extremely happy to be who we are, and we are committed to improving our company every day in order to make people's lives better. Achieving our mission is critical to our success; the way we achieve it is equally important. Our clients, vendors, employees, and governments trust us and expect us to deliver business results in a responsible manner. Violations to our values at any level in our organization can quickly destroy that trust and confidence and can have significant consequences. This Code of Ethics sets forth certain conduct requirements for Qualfon’s employees and business partners who make decisions on Qualfon’s behalf, to ensure that we continue to meet the highest standards of our STRIDES values shield. Please read the Code carefully and comply with its principles and procedures in your day-to-day work. Thank you for your ongoing efforts on behalf of Qualfon. Qualfon’s fidelity to our mission and values is maintained on the basis of the good decisions we make for ourselves every day. Executive Team Alfonso Gonzalez, Chairman of the Board
Mike Marrow, Chief Executive Officer
Christina Morris, President
Abelardo Cruz, President
Alejandro Sotelo, Chief Person Officer Roberto Sanchez Mejorada, Chief Mission Officer
Marco Villarreal, Chief Financial Officer Trevor C. Allen, Chief Mergers & Acquisitions Officer
Robert Nachwalter, Chief Legal Officer
Prashant Cherukuri, Chief Information Officer
Be the best BPO, Make people’s
www.qualfon.com
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Great STRIDES Our Values Our STRIDES for Making people’s Our core values are an important 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 through even the most difficult situations, as they provide answers to tough questions and act as a beacon of light in situations of conflict. These core values are written into job descriptions and are part of our annual goals.
STRIDES is an acronym that stands for: Service, Teamwork, Results, Integrity, Dignity, Encouragement, and Spirituality.
Service: Service is living. Our customer service value enhances our clients’ experience by helping their customers. Every call we answer and every transaction we process is an opportunity to enhance the customer’s experience and make people’s lives better. Some manifestations of this value are: Helping team members and customers promptly and exceeding their expectations. Listening to your team members and customers, and show that you care.
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Teamwork: Work as a Team and Family. Although we have many different beliefs, cultures, and ethnic backgrounds, we are a family that takes care of each other; we can accomplish great things through our unity. Manifestations of this value include: Communicating positively and respectfully to others. Collaborating effectively with others. Complying with the processes and policies of the company, and helping others do the same. Setting a good example for others.
Results: Operate at High Levels of Performance. Ensure that goals are met in an effective and efficient manner with an attitude of service. Manifestations of this value include: Working to exceed your own expectations. Delegating responsibilities effectively to others. Looking for your personal growth and the perfection of your skills.
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Integrity: Act with Integrity. Be honest, decent, and trustworthy. Integrity means following through with our word and being impeccable in our actions. Manifestations of this value include: Being trustworthy. Promoting respectful relationships. Taking responsibility for your own actions. Keeping your promises and commitments.
Dignity: Treat Others with Dignity. Treat everyone with dignity; business goals will not be advanced at the expense of anyone’s dignity. Manifestations of this value include: Respecting yourself and others. Having a strong sense of fairness and justice in your actions. Listening to others with openness and respect. Treating people the way you would want to be treated.
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Encouragement: Leverage actions or words to motivate others; appreciate the contributions of all members of a team. We must motivate ourselves to do our very best and, by our example, lead others to achieve their fullest potential in an exciting and engaging environment. Manifestations of this value include: Increase confidence; help others dare to do what is difficult. Speaking with kindness. Good words bring good feelings to the heart. Take the time to say “thank you.”
Spirituality: Live your spirituality, and help others. Loving and serving our neighbor is a way of honoring God. Embrace your personal beliefs, grow as an individual, and serve your family, friends, and community by “Making People’s Lives Better.” The main manifestation of this value is: Loving your neighbor as yourself.
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Code of Ethics We operate with integrity as one of our key values. Integrity means being honest, decent, and trustworthy. By acting with integrity, we make people’s lives better for co-workers and for our company. We look to STRIDES values as our north star; a guiding light, in the development of our Code of Ethics. Our
The Code of Ethics addresses our
Code is values-based, rather than compliance-based,
responsibilities to our company,
which means; it goes beyond simply listing what is
each other, customers, clients,
acceptable or not. As you read through it, you will see
suppliers, partners, and
that the Code of Ethics explains in detail the ethical
governments.
business practices and conduct that must govern our life here at Qualfon.
1. Role of Ethics and Morals
what is expected for everyone 1.1 Comply with the Code and the Law Understand and comply with the Code of Ethics, as well as with your local criminal and public law. Seek to use good judgement and avoid the appearance of improper behavior. If ever in doubt about a course of conduct, ask yourself: Is it consistent with our Qualfon values?
If the answer
Is it ethical?
is “No” to any
Is it legal?
of these questions,
Will it reflect well on me and Qualfon?
do not do it.
Would I want to see it on the news? 22
If you are still uncertain, ask for guidance. Our STRIDES values and our Code of Ethics tries to capture many of the situations that employees will encounter, but we cannot address every circumstance. You can seek help from any of the following: Your Immediate Supervisor Human Development Office Your Local Mission Office Or you can send an email to ethics@qualfon.com or lossprevention@qualfon.com 1.2 The Code and the Law All Qualfon employees are subject to the laws of many countries and other jurisdictions around the world. Employees are expected to comply with the Code of Ethics and all applicable government laws, rules, and regulations.
2.1 Promote a Culture of Ethics and Compliance
2. What Is Expected of Managers
Managers should model appropriate conduct at all times. As a manager, you should, at a minimum: Ensure that the people you supervise understand their responsibilities under our STRIDES values and the Code of Ethics. Offer opportunities to discuss our STRIDES values and our Code of Ethics and reinforce the importance of ethics and compliance with employees. Create an environment where employees feel comfortable raising concerns without fear of retaliation. Consider conduct in relation to STRIDES, the Code of Ethics, and other Qualfon policies 23
when evaluating employees.
Never encourage or direct employees to achieve business results at the expense of ethical conduct or the law. Always act to stop violations of the Code of Ethics or the law by those you supervise. 2.2 We are all Responsible Reinforcing the importance of living our STRIDES values and being ethically uncompromising in our actions and behaviors is our personal responsibility. 2.3 Qualfon’s Zero-Tolerance Policy For all of our protection and benefit, Qualfon does not tolerate any theft or acts of fraud against the company or any of its constituents. 2.4 We Need Your Help Qualfon has several methods and approaches in detecting violations, but we also need your assistance in preventing, identifying, and counteracting any act that may threaten or cause damage to our company assets. 2.5 Respond to Questions and Concerns If approached with a question or concern related to the Code of Ethics, listen carefully and give the employee your complete attention. Ask for clarification and additional information. Answer any questions you can, but do not feel that you must give an immediate response. Seek help if you need it. If an employee raises a concern that may require investigation under the Code of Ethics, contact the Human Development Office or the site director.
2.6 Reporting Concerns a) Anonymity and Confidentiality When you make a report, you may choose to remain anonymous, although you are encouraged to identify yourself to facilitate communication. If you make your identity known, the investigators will take every reasonable precaution to keep your identity confidential. To help maintain confidentiality, avoid discussing these issues, or any investigation, with other employees. Because we strive to maintain strict confidentiality in all investigations, we may not be able to inform you of the outcome of an investigation. Report a concern to the Qualfon Business Ethics & Values Line +1 (312) 283.1960 or +1 (877) 283.7105 24
b) Investigations Qualfon takes all reports of possible misconduct seriously. We investigate the matter confidentially, determine whether the Code of Ethics or the law has been violated, and take appropriate corrective action. If you become involved in a Code of Ethics investigation, cooperate fully and answer all questions completely and honestly. c) Retaliation Qualfon’s STRIDES values the help of employees who identify potential ethics violations. Any retaliation against an employee who raises is a violation of the Code of Ethics. If an employee has raised a concern or participated in an investigation, he/she will not experience any adverse employment action due to such report or participation, including separation, demotion, suspension, loss of benefits, threats, harassment, or discrimination. If you work with someone who has raised a concern or provided information in an investigation, you should continue to treat the person with courtesy and respect. If you believe someone has retaliated against you, report it immediately. d) Making False Accusations Qualfon will protect any employee who raises a concern honestly, but it is a violation of the Code of Ethics to knowingly make a false accusation, lie to investigators, or interfere or refuse to cooperate with a Code of Ethics investigation. Honest reporting does not mean that you have to be correct when you raise a concern; you just have to reasonably believe that the information you are providing is accurate.
Qualfon will protect any employee who raises an honest concern. 25
3. Service 3.1 Serving Our Customers and Vendors Our partnerships with clients and customers is significant. We treat partners in the same manner we expect to be treated. Always deal fairly with clients and customers by treating them honestly and with respect. We will not engage in unfair, deceptive, or misleading practices and we will always present Qualfon in an honest and forthright manner.
4. Teamwork 4.1 Employment Relationship Your employment is voluntary "at-will," which means that you or Qualfon may terminate the employment relationship at any time. The current labor laws in the country of your employment, along with the terms of any employment contract or agreement, govern your employment relationship. 4.2 Conflicts of Interest Act in the best interest of Qualfon while performing your job. A conflict of interest arises when your personal activities and relationships interfere, or appear to interfere, with your ability to act in the best interest of the company. Take particular care if you are responsible for selecting or dealing with a supplier on behalf of Qualfon.
Determining Conflicts of Interest: In any potential conflict of interest situation, ask yourself: Could my personal interests
If you accept another job that has no conflict of interest or that does not interfere with your position or performance at Qualfon, you must comply with your employment; however, if that relationship is with a supplier, competitor, or customer, or if the business opportunity is similar to Qualfon, you must have the express permission of Qualfon. In any case, you cannot create, design, develop, or sell any product or service that competes with Qualfon. To avoid a possible conflict of interest, before taking on another job or commercial commitment, you must discuss the details with your immediate supervisor or Human Development and obtain the respective authorization.
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interfere with those of Qualfon? Am I completely transparent to others, either inside or outside of Qualfon? *When unsure, seek guidance.
4.3 Political Activity a) Dealing with Governments The global nature of our business often requires that we interact with officials of various governments around the world. Transactions with governments are covered by special legal rules, and are not the same as conducting business with private parties. Consult Qualfon legal department to be certain that you are aware of, understand, and abide by these rules. Please read the Anti-Bribery Policy. b) Participation in the Political Process Qualfon maintains positive relations and legal and limited collaboration with the governments where we operate, but does not participate in national or international political issues of any kind.
5. Results 5.1 Company Assets We protect Qualfon’s assets and use those assets in the manner intended—that is, not for personal benefit or the benefit of anyone other than Qualfon. Use common sense. For example, the occasional personal phone call or email from your workplace is acceptable. Excessive personal calls or email is a misuse of assets. Qualfon policy may allow additional personal use of certain assets, such as a Qualfon car or wireless communication device. Always check relevant local policies to ensure that you are using Qualfon assets as intended. Theft of Qualfon assets—whether physical theft, such as unauthorized removal of company equipment or information, or theft through embezzlement or intentional misreporting of time or expenses—may result in termination and criminal prosecution. The company treats workplace theft of assets belonging to other employees the same way it treats theft of company assets. The use of Qualfon assets outside of your responsibilities—such as using company materials or equipment to support personal interests—requires prior, written approval from Qualfon’s director. You must have this approval renewed annually, if you continue to use the asset outside of work. 27
5.2 Use of Time, Equipment, and Other Assets
Do not engage in personal activities during work hours that interfere with or prevent you from fulfilling your job responsibilities. Do not use Qualfon computers and equipment for outside businesses or for illegal or unethical activities, such as gambling, pornography, or offensive subject matter. Do not take for yourself any opportunity for financial gain that you learn about because of your position at Qualfon or through the use of company property or information.
5.3 Personal Use of Computers, Laptops, Email and Voice Messaging Qualfon's computers, email, and voicemail are for employment purposes. They can be used for personal purposes only occasionally and/or in extreme cases, but always in a responsible and ethical way. However, as a governing principle, these systems and equipment are owned by Qualfon, so it is up to the company to monitor their use. Unauthorized software, data, or hardware cannot be added to a computer belonging to Qualfon without proper permission. The abuse of email includes but is not limited to: the use of email to violate the laws or policies of Qualfon; to send offensive, suggestive, or obscene messages; or to harass another employee. The email messages are stored for a given time period, and you should not send any information by email that would be inappropriate if submitted in written form. Computers, email, and voice messages are monitored and can be reviewed at any time by the company in accordance with legal procedures. You cannot monitor the electronic files, paper files, email, or voice messages of another employee or client without the permission of that employee or the Legal Department. For questions, refer to the Acceptable Use of Resources Policy, the Email Use Policy, and any related policy or procedure. 28
Examples of Qualfon Assets: Company money Company product Employees’ time at work Computer systems and software Telephones Wireless communication devices Photocopiers Tickets to concerts or sporting events Company vehicles Proprietary information Company trademarks
6. Integrity 6.1 Gifts and Gratuities Gifts, Meals, and Entertainment Do not accept gifts, meals, entertainment, or any other favor from customers or suppliers if doing so might compromise, or appear to compromise, your ability to make objective business decisions in the best interest of Qualfon. Acceptance of gifts, meals, or entertainment that exceeds the following limitations must be approved in writing by the Human Development Office. a) Gifts Do not accept gifts in exchange for doing, or promising to do, anything for a customer or supplier.
c) Refusing Gifts, Meals
Do not ask for gifts from a customer or supplier.
and Entertainment
Do not accept gifts of cash or cash equivalents, such as gift cards.
If you are offered a gift,
Acceptable gifts include a logo pen or t-shirt, or a small gift
meal, or entertainment
basket at holiday time.
that exceeds the limits
Gifts of symbolic value, such as trophies and statues that are
noted, politely decline
inscribed in recognition of a business relationship, may be
and explain the
accepted.
company’s rules. If
Gifts or discounts offered to a large group of employees as
returning a gift would
part of an agreement between the company and a customer
offend the giver or the
or supplier may be accepted and used as intended by the
circumstances under
customer or supplier.
which it was given
b) Meals and Entertainment
preclude its return, you
Do not accept meals or entertainment in exchange for doing,
may accept the gift, but
or promising to do, anything for a customer or supplier.
you should notify your
Do not ask for meals or entertainment from a customer or
Human Development
supplier.
Office. The Human
You may accept occasional meals and entertainment from
Development Office will
customers and suppliers if the event is attended by the
work with you and the
customer or supplier and the costs involved are in line with
Mission Office to donate
local custom for business-related meals and entertainment.
the item to charity or to
For example, ordinary business meals and attendance at local
distribute or raffle the
sporting events generally are acceptable. During these
item among a large group
occasions, observe responsible use of alcohol.
of employees.
Given the value Qualfon places on the dignity of the human person, we do not entertain at or accompany clients or suppliers to establishments that exploit men or women (e.g. strip clubs).
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6.2 Recording of Conversations Qualfon prohibits the recording of phone conversations without notifying all of the people involved, except in cases involving a court order or legal procedure. If your job involves telephone calls with our customers' clients, those calls may be recorded for quality control or other commercial purposes, which is public knowledge. 6.3 Employee Health and Safety Qualfon seeks to ensure that its our workplace is safe and healthy. You are also responsible for sharing this responsibility to act in a safe manner, as well as to participate in safety and/or training practice. Report immediately any unsafe conditions, risk, or injury in the workplace to your supervisor, Human Development, Facilities, Security, or the person in charge.
Qualfon also prohibits any behavior that could lead to an unsafe work environment, such as: Threatening or violent behavior Possession of weapons or other contraband items on the premises Damage to company property Damage to the property of customers partners, suppliers, or other employees
These behaviors must be reported immediately to the site director, the Human Development Office, or, if criminal, law enforcement. 6.4 Business and Financial Records Ensure the accuracy of all Qualfon’s business and financial records. These include not only financial accounts, but other records, such as quality reports, time records, expense reports, and submissions such as benefits claim forms, employment applications, and resumes. Ensuring accurate and complete business and financial records is everyone’s responsibility—not just a role for accounting and finance personnel. Accurate recordkeeping and reporting reflects on the company’s reputation and credibility and ensures that Qualfon meets our legal and regulatory obligations. Always record and classify transactions in the proper accounting period and in the appropriate account and department. Do not delay or accelerate the recording of revenue or expenses to meet budgetary goals. 30
Estimates and accruals must be supported by appropriate documentation and be based on your best judgment. Ensure that all reports to regulatory authorities are full, fair, accurate, timely, and understandable. Never falsify any document. Do not distort the true nature of any transaction. Never enable another person’s efforts to evade taxes or subvert local currency laws. For this reason, payments generally must be made only to the person or firm that actually provided the goods or services. Payments should be made in the supplier’s home country, where it does business, or where the goods were sold or services provided, unless the supplier has legally assigned payment or sold its accounts receivable to another entity with evidence by proper documentation. 6.5 Company Financial Resources You are responsible for, and must maintain confidentiality regarding any company financial resources that you have been authorized to use. Purchase orders, authorizations, receipts, invoices, or other records of purchases or expenses must be authorized by the appropriate hierarchical level, according to the current policy. It is your responsibility to keep the corresponding records in cases of authorizations, purchase orders, advances on expenses, or reimbursements that have been entrusted to you under such procedures. You are also responsible for those products or services that you have been asked to order from a third party. Make sure that Qualfon receives quality products and services with the funds you use or authorize, and that they are acquired under the protection of the current purchasing policy. We urge you to become familiar with these policies and follow them accordingly. Talk to your supervisor or other authorized company representative if you have questions about the efficient use of resources. 6.6 Accuracy of Reports Qualfon regularly reports to the Board of Directors and Executive Committee. Confidential business records include, but are not limited to: Payroll records Service reports
ur Qualfon wants yo to the actions to adhere racy principle of accu work. and reliability at
Customer accounts Performance and measurement records Correspondence and reports to customers Financial reporting and accounting
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Fraud and/or deception are strictly prohibited by law and by Qualfon. If you become aware or suspect that company records are inaccurate or contain omissions, or that the procedures to save or submit information have not been strictly followed, it is your obligation to notify your immediate superior.
6.7 Corporate Records Qualfon only preserves, stores, and protects business records (including emails or other computer-generated records) in accordance with applicable laws, acceptable practices, and the information retention policies of the company or contractual obligations with clients. Once the company is aware of the threat of a legal claim, we seek to preserve relevant information, including records that would
6.9 Strive for Accuracy
otherwise be disposed of in accordance with company
Employees must strive to be
policies. You must notify the Legal Department of all
accurate when preparing any
possible legal claims in order to initiate a process of fraud
information for the company,
detection or security incidents.
but honest mistakes will occasionally happen. Only
6.8 Confidential and Proprietary Information Privacy
mistakes as a result of gross
Qualfon respects the privacy of all our employees, business
negligence, reckless
partners, clients, and costumers. We must handle personal
indifference, or intentional
data responsibly and in compliance with all applicable
efforts to misrepresent,
privacy laws. Employees who handle the personal data of
improperly record transactions,
others must:
or otherwise falsify a company business record, are Code of Ethics violations.
Act in accordance with applicable law. Act in accordance with any relevant contractual obligations. Collect, use, and process such information only for legitimate business purposes. Limit access to the information to those who have a legitimate business purpose for seeing the information. Take care to prevent unauthorized disclosure.
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6.10 Use of Private Information Safeguard Qualfon’s private information, which includes everything from contracts and pricing information to marketing plans, technical specifications, sensitive employee information, pricing information and Snap Shot report. Private Information Do not disclose private information to anyone outside Qualfon, including family or friends, except when disclosure is required for business purposes or is protected by law. Even then, take appropriate steps, such as execution of a confidentiality agreement, to prevent misuse of the information. Do not disclose private information to others inside Qualfon unless they have a business reason to know, and communications have been classified according to the Information Security Policy. Employees are obligated to protect Qualfon's private information at all times, including outside of the workplace and working hours and even after employment ends.
6.12 What Is Private Information? It is any information that Qualfon has not disclosed or made
Retain or discard Qualfon records in accordance with Qualfon's record retention policies. Our legal counsel may occasionally issue notices regarding retention of records in the case of actual or threatened litigation or government investigation. Employees must abide by the directions contained in these notices, as failure to do so could subject Qualfon and our employees to serious legal risks. Qualfon recognizes the rights of our employees under applicable statutes to discuss amongst each other the terms and conditions of their employment at Qualfon, and nothing in this Code is meant to restrict such employee discussion or other rights to engage in lawful concerted activities.
generally available to the public. Examples include information related to: Employees Contracts Strategic and business plans Major management changes Mergers and acquisitions Technical specifications Pricing Proposals Financial data
6.11 Corporate Espionage and Sabotage It is essential to prevent information that is valuable to Qualfon from falling into the wrong hands: competitors, saboteurs, espionage agents, or others seeking to harm Qualfon. Such information includes, but is not limited to: Safety procedures Location of data centers Data restoration procedures Financial information Employment conditions: Job descriptions, salaries, compensation plans, contract type, employee lists, etc., is classified as confidential, and it is strictly prohibited for managers or employees to discuss such terms and conditions with competitors, customers, or partners. 33
Qualfon information must be carefully protected and disclosed only with proper authorization and the proper safeguards. Protect the confidential information of our current and potential clients as you would protect our own information. Never use the trademark, name, logo, or other registered material without written permission. When you end your employment relationship with Qualfon, you must turn in all documents, files, or other information and property belonging to the company. Even after you have finished your employment, you still have the obligation to protect and not to use or disclose such information.
7. Dignity Qualfon seeks to ensure a respectful work environment 7.1 Free of Discrimination Qualfon seeks to ensure a work environment free of discrimination. Qualfon expressly prohibits any form of discrimination or harassment based on race, color, creed, religion, national origin, citizenship, gender, age, mental or physical disability, political beliefs, sexual orientation, marital status, pregnancy, economic status, military or veteran status, or other status protected under applicable law in the applicable jurisdiction in any decision regarding employment or in the administration of policies. Qualfon seeks to do business with suppliers, partners, clients, and customers who are committed to equal employment opportunities. 7.2 Fair Treatment of Employees Qualfon prohibits discrimination in any work-related decision on the basis of race, color, national origin, religion, gender, physical or mental disability, medical condition (e.g., cancer-related or genetic characteristics), ancestry, marital status, age, sexual orientation, military or veteran status, or citizenship. We are committed to providing equal employment opportunity and a work environment where each employee is treated with fairness, dignity, and respect. We will make reasonable accommodations to the known physical and mental limitations of otherwise-qualified individuals with disabilities. If an individual requires accommodations or needs assistance, he or she should contact the Human Development Office. 34
Any form of workplace violence or sexual harassment is strictly prohibited. Any form of workplace exhibition of sexual behavior is strictly prohibited. For employees who observe or experience any form of discrimination, harassment, or violence, Qualfon provides a number of people to whom to report the incident to, including but not limited to the following: your supervisor, manager, the Mission Office, Legal Counsel, your Human Development manager, or your site director. 7.3 Illegal Drugs and Alcohol To ensure a safe, healthy, and productive working environment, Qualfon prohibits the possession, use, consumption, or supply, by any means, of alcohol or non-prescription drugs on company premises. Our company promotes an alcohol and drug-free environment. 7. 4 Harassment Free Qualfon prohibits any practice of harassment and does not expect you to tolerate it, whether directed at yourself or others. If you are the subject of discrimination, any other form of harassment, or other forms of offensive behavior, report it to a Human Development representative, a manager, or site director in your work unit. Any complaints of offensive behavior are seriously and rigorously analyzed and investigated, without any risk of retaliation for the person(s) reporting the harassment. Employees may send a complaint of harassment via email to ethics@qualfon.com. 7.5 Personal Time Qualfon encourages and respects your personal hobbies and interests; however, personal interests, other jobs, or academic, religious, or social commitments cannot interfere with the performance of your work. You have an obligation to be honest with the time you commit to your job. This includes arriving at the agreed time (start of work, meetings, return from meals, etc.) and not incurring absences or late arrivals, as well as limiting personal business during work time.
8. Encouragement 8.1 Positive Communication The way we speak is a window into our hearts and minds. Our words can console, comfort, inspire, motivate, and elevate. A few kind words can boost the spirit and lighten our burden. We are committed to avoiding any verbal violence or gossip and, through our words, make people’s lives better. 35
8.2 Community Involvement Qualfon and our partners dedicate time and resources to improve the quality of life in the communities in which we operate around the world. This idea is accepted as one of the core values of Qualfon. Qualfon encourages our employees to be good citizens and to participate in support their communities in an active and personal way. All these initiatives are carried out on a voluntary basis and will not result in any work-related decisions that impact an employee positively or negatively.
9. Spirituality 9.1 Spiritual Diversity Qualfon is a unified family of many diverse cultures, backgrounds, ethnic groups, political opinions, and religious beliefs. We promote mutual respect and appreciation for all. We encourage you to embrace your spirituality and moral code, so as to find transcendence and meaning in your life. By doing so, we will achieve the common good. We are all equal; therefore, we have the right to be respected equally, to have a religious belief of our choice, or to have none at all. Qualfon prohibits discrimination in any work-related decision on the basis of religion or lack thereof.
10. Compliance All employees are required to understand and act in accordance with this Code of Ethics and the policies of Qualfon. We also expect you to act with integrity in all areas not mentioned in this Code. In accordance with applicable laws and policies, a violation of this Code of Ethics will result in disciplinary action, including possible termination of employment.
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A Qualfon Mission Leader is a results-oriented professional and a mission-driven mentor, manager, and messenger. Qualfon Mission Leaders accept responsibility for the mission that has been entrusted to them; therefore, they are good stewards. In turn, they entrust the same mission to others to support our clients’ needs in order to develop each person, family, and community.
As a Mentor
I will...
• Help others succeed in their personal goals. • Work to improve my own skills and expertise.
As a Manager
I will...
• Ensure that we meet our responsibilities to the best of our abilities.
As a Messenger
I will...
• Represent Qualfon in a professional manner.
• Work to create a positive view
• Endeavor to live the STRIDES values and encourage others to do the same.
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of all things that are Qualfon.
Notes:
Goals:
Practical ways to live the STRIDES values: Service: Teamwork: Results: Integrity: Dignity: Encouragement: Spirituality:
4401 Innovation Dr, Fort Collins, CO 80525
Phone. 1 630 689 0145
www.qualfon.com
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