Human Resources Generalist

A homegrown leader for a New Era: Alfonso J. Gonzalez named CEO of qualfon. Jul 14, 2026, 16:00 ET HIGHLAND PARK, Mich., July 14, 2026 /PRNewswire/ - Qualfon is proud to announce that Alfonso J. Gonzalez has assumed the role of Chief Executive Officer. His appointment signals a new chapter for the company, one defined by a sharpened strategic focus, a restructured leadership team, and a renewed commitment to the mission that has guided Qualfon since its founding. Gonzalez is not new to Qualfon. He began his career at the company as an associate on the front lines, taking customer calls at a Qualfon site in Idaho. That experience, the work, the challenge, and the people who supported him through it, shaped his approach to leadership and his belief that investing in people drives better outcomes for clients. Having grown alongside the company and deeply formed by its purpose, he brings a strong commitment to Qualfon's people, its clients, and its enduring mission to serve others for generations to come. Since assuming the role, Gonzalez has moved with purpose to position Qualfon for its next phase of growth, restructuring the company's leadership around client verticals, integrating revenue and marketing operations, and elevating the role of technology and strategy at the executive level. Gonzalez has accomplished a great deal since taking his position, while balancing Qualfon's mission to be the best and make each person's life better. "Qualfon exists to improve lives - for our associates, our clients, and the customers they serve. Over the past several months, we have been doing the hard work of sharpening our focus, strengthening our capabilities, and building the kind of client partnerships that actually move the business. That work is real and already showing traction in a revenue outlook for 2026, tracking at 3X the market growth rate. We are just getting started." - Alfonso J. Gonzalez, Chief Executive Officer Building for the New Era The leadership and structural changes Gonzalez has put in place since taking the role reflect his focus on client intimacy, expanded capabilities, and a re-grounded commitment to Qualfon's mission. Qualfon has implemented a Vertical Revenue Leadership Model, placing dedicated Chief Client Officers at the center of each major industry vertical. Kristen Hein, a transformational revenue and portfolio leader with more than 25 years of enterprise experience across financial services, insurance, fintech, and healthcare, leads the Banking, Financial Services and Insurance (BFSI) and Healthcare verticals. Todd Werner, a globally respected leader in customer success, sales, and CX transformation with a strong track record of delivering profitable growth, leads Communications, Technology, and Commerce. Each brings end-to-end accountability for client relationships, from acquisition through growth. On the operations side, Abelardo Cruz now oversees global customer experience delivery across all offshore and nearshore locations, including Costa Rica, India, Guyana, Mexico, Tunisia, and the Philippines, while Doug Wells leads all U.S. and Canada customer experience operations with additional oversight of shared services. Together, they anchor a global delivery model built to scale with client needs. A More Connected Growth Engine Gonzalez has also moved to connect the functions that drive revenue into a single, integrated engine. Ian Jones, Chief Marketing Officer, has assumed expanded responsibility for Revenue Operations. This alignment brings marketing, lead generation, data, and sales performance together under unified leadership, designed to generate demand, convert it effectively, and deliver greater consistency and impact for clients. To anchor the company's strategic direction, Juan Pablo Gonzalez Fernandez has rejoined Qualfon as Chief of Corporate Strategy and Chief of Staff to the CEO, translating vision into actionable plans and driving disciplined execution of the company's priorities across the enterprise. Technology as a Strategic Enabler As AI and digital transformation continue to reshape the customer experience industry, Qualfon has positioned technology at the center of its growth strategy. Ian Catolico, Chief Information Officer, works in close partnership with the CEO to ensure the company's technology capabilities remain tightly connected to its strategic direction and that Qualfon continues advancing AI-driven solutions across its global operations. What This Means for Clients These changes reflect a deliberate strategic evolution at Qualfon, one centered on knowing client needs more precisely, fulfilling them proactively, and delivering measurable value in every partnership. The restructuring gives clear ownership of revenue performance, strengthens client intimacy across verticals, and speeds up new client acquisition and expansion within Qualfon's existing base. A website refresh, reflecting the new focus and direction of the company, signals a shared, company-wide commitment to continuous improvement. The new qualfon.com moves from a service-centered narrative to one organized around client outcomes: revenue growth, customer experience, and marketing services, reflecting where Qualfon is headed and how it helps clients acquire, serve, retain, and grow their customers. About Qualfon Qualfon is a global BPO provider of omnichannel customer experience and business support solutions with locations on several continents. We are an agile partner specializing in call center support, revenue growth, and marketing services, committed to serving our clients and their customers throughout the customer journey. Qualfon's Mission Qualfon's mission is to 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. Simply put: be the best and make each person's life better. SOURCE Qualfon Data Services Group, LLC

A homegrown leader for a new era: Alfonso J. Gonzalez named CEO of qualfon. Highland Park, Michigan, USA - July 14, 2026 - Qualfon is proud to announce that Alfonso J. Gonzalez has assumed the role of Chief Executive Officer. His appointment signals a new chapter for the company, one defined by a sharpened strategic focus, a restructured leadership team, and a renewed commitment to the mission that has guided Qualfon since its founding. Gonzalez is not new to Qualfon. He began his career at the company as an associate on the front lines, taking customer calls at a Qualfon site in Idaho. That experience, the work, the challenge, and the people who supported him through it, shaped his approach to leadership and his belief that investing in people drives better outcomes for clients. Having grown alongside the company and deeply formed by its purpose, he brings a strong commitment to Qualfon's people, its clients, and its enduring mission to serve others for generations to come. Since assuming the role, Gonzalez has moved with purpose to position Qualfon for its next phase of growth, restructuring the company's leadership around client verticals, integrating revenue and marketing operations, and elevating the role of technology and strategy at the executive level. Gonzalez has accomplished a great deal since taking his position, while balancing Qualfon's mission to be the best and make each person's life better. "Qualfon exists to improve lives - for our associates, our clients, and the customers they serve. Over the past several months, we have been doing the hard work of sharpening our focus, strengthening our capabilities, and building the kind of client partnerships that actually move the business. That work is real and already showing traction in a revenue outlook for 2026, tracking at 3X the market growth rate. We are just getting started." -Alfonso J. Gonzalez, Chief Executive Officer Building for the new era. The leadership and structural changes Gonzalez has put in place since taking the role reflect his focus on client intimacy, expanded capabilities, and a re-grounded commitment to Qualfon's mission. Qualfon has implemented a Vertical Revenue Leadership Model, placing dedicated Chief Client Officers at the center of each major industry vertical. Kristen Hein, a transformational revenue and portfolio leader with more than 25 years of enterprise experience across financial services, insurance, fintech, and healthcare, leads the Banking, Financial Services and Insurance (BFSI) and Healthcare verticals. Todd Werner, a globally respected leader in customer success, sales, and CX transformation with a strong track record of delivering profitable growth, leads Communications, Technology, and Commerce. Each brings end-to-end accountability for client relationships, from acquisition through growth. On the operations side, Abelardo Cruz now oversees global customer experience delivery across all offshore and nearshore locations, including Costa Rica, India, Guyana, Mexico, Tunisia, and the Philippines, while Doug Wells leads all U.S. and Canada customer experience operations with additional oversight of shared services. Together, they anchor a global delivery model built to scale with client needs. A more connected growth engine. Gonzalez has also moved to connect the functions that drive revenue into a single, integrated engine. Ian Jones, Chief Marketing Officer, has assumed expanded responsibility for Revenue Operations. This alignment brings marketing, lead generation, data, and sales performance together under unified leadership, designed to generate demand, convert it effectively, and deliver greater consistency and impact for clients. To anchor the company's strategic direction, Juan Pablo Gonzalez Fernandez has rejoined Qualfon as Chief of Corporate Strategy and Chief of Staff to the CEO, translating vision into actionable plans and driving disciplined execution of the company's priorities across the enterprise. Technology as a strategic enabler. As AI and digital transformation continue to reshape the customer experience industry, Qualfon has positioned technology at the center of its growth strategy. Ian Catolico, Chief Information Officer, works in close partnership with the CEO to ensure the company's technology capabilities remain tightly connected to its strategic direction and that Qualfon continues advancing AI-driven solutions across its global operations. What this means for clients. These changes reflect a deliberate strategic evolution at Qualfon, one centered on knowing client needs more precisely, fulfilling them proactively, and delivering measurable value in every partnership. The restructuring gives clear ownership of revenue performance, strengthens client intimacy across verticals, and speeds up new client acquisition and expansion within Qualfon's existing base. A website refresh, reflecting the new focus and direction of the company, signals a shared, company-wide commitment to continuous improvement. The new qualfon.com moves from a service-centered narrative to one organized around client outcomes: revenue growth, customer experience, and marketing services, reflecting where Qualfon is headed and how it helps clients acquire, serve, retain, and grow their customers. About qualfon. Qualfon is a global BPO provider of omnichannel customer experience and business support solutions with locations on several continents. Qualfon Corporation is an agile partner specializing in call center support, revenue growth, and marketing services, committed to serving its clients and their customers throughout the customer journey. Qualfon's mission. Qualfon's mission is to 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 its clients. Simply put: be the best and make each person's life better. Featured news and awards. Highland Park, Michigan, USA - January 13, 2026 - Qualfon, a global leader in delivering omnichannel customer experiences and business process outsourcing solutions, is proud to announce its recognition as a Great Place to Work(R) Certified(TM) company in the Philippines for the fourth consecutive year. This achievement is a testament to Qualfon's global commitment to cultivating inclusive, empowering, and supportive workplaces that value the contributions and well-being of every team member.

Blog posts. Hear our thoughts on the industry. Industries Every organization eventually faces the same moment: the training program that once worked no longer fits the business. Roles have changed, skill gaps have widened, and the curriculum built two or three years ago is quietly costing more than it's teaching. The instinct is often to fix it in-house, but that is a decision that could end up costing an organization in the long run. The future of the customer experience industry will undoubtedly be shaped by Artificial Intelligence, automation, analytics, and remarkable technological innovation. But it will ultimately be led by organizations that never lose sight of people. That conviction has guided Qualfon for decades, and I saw the latest proof of it at Customer Contact Week (CCW) in Las Vegas, one of the world's premier gatherings for customer experience professionals. It was the message we brought to the event, and it was the message that resonated most. Every revenue conversation in lead generation eventually comes back to two numbers: how many leads came in and what they cost. Those are the wrong starting questions. The right one is simpler and harder: do these leads close? Many organizations have spent hundreds of thousands of dollars on a lead generation campaign only to find that a significant portion of the people who received it were unlikely to respond. The campaign launches, response rates fall short, and the natural reaction is to spend more, mail more, and reach more people. But the real problem usually isn't reach, it's targeting. In most industries, operating in silos is seen as the enemy, stalling growth and innovation. A recent study completed by Salesforce stated 70% of CX professionals view silo mentality as the biggest hurdle in designing great customer service. Cross-functional collaboration is a key pillar in my strategy as an account manager in the customer experience BPO industry, not only because it can provide insights for operational improvement, but it also allows BPOs to act as true strategic advisors to our clients. By the time Q3 arrives, summer is well underway, and the planning phase of AEP is over. Every training module, marketing campaign, compliance review, and staffing decision should be focused on one objective: entering October fully prepared to scale. For FMOs, IMOs, agencies, and agents, this is the quarter where momentum is built. The work completed between July and September often determines whether AEP feels controlled and profitable or reactive and stressed.