Q

Qualfon

Offers 360-degree customer experience support

Lead Analyst – IT Asset Management SAM & CMDB Lead Administrator - Global Operations

Full-TimeUpdated on 10/15/2026Deadline 10/1/27
No salary listed
Mid, Senior
Philippines
In Person
IT OperationsEnterprise Applications

About the job

Requirements
  • At least 3 years of experience in ITSM, ITAM, SAM, CMDB administration, IT operations, systems administration, infrastructure support, software asset management, or a related technical platform administration role.
  • Hands-on administration experience with ITSM, ITAM, SAM, CMDB, discovery, endpoint inventory, or asset data platforms such as Freshservice, Device42, SCCM/MECM, Intune, or equivalent tools.
  • Experience configuring asset models, software models, CI data models, fields, forms, workflows, automations, dashboards, relationships, discovery settings, synchronization rules, data imports, or system integrations.
  • Practical understanding of CMDB concepts, CI relationships, lifecycle states, service mapping, configuration management governance, and ITIL-aligned service management processes.
  • Experience with Software Asset Management processes such as software inventory, license tracking, entitlement management, software normalization, license reconciliation, usage reporting, reclamation, and compliance reporting.
  • Familiarity with common software licensing concepts such as named-user, device-based, subscription, SaaS, concurrent, enterprise agreement, server, core, processor, and usage-based licensing models.
  • Hands-on experience with discovery or inventory tools, including scan configuration, credential management, discovery troubleshooting, data normalization, software recognition, reconciliation, connector setup, or integration management.
  • Working knowledge of infrastructure environments such as Windows and Linux servers, endpoints, basic networking, virtualization, cloud resources, databases, application services, and endpoint management platforms.
  • Ability to analyze data quality issues, resolve discrepancies, and establish repeatable governance, reconciliation, exception-management, and audit-readiness processes.
  • Understanding of administrative access controls, change management, credential security, least-privilege access, and separation-of-duties expectations for ITSM, ITAM, SAM, CMDB, and discovery platforms.
  • Strong documentation, reporting, dashboarding, communication, and stakeholder-management skills.
  • Ability to work cross-functionally with technical teams, non-technical stakeholders, vendors, auditors, procurement, finance, legal, security, and compliance partners.
Responsibilities
  • Administer Freshservice, Device42, or equivalent ITSM, ITAM, SAM, CMDB, discovery, and asset data platforms.
  • Configure platforms from scratch or redesign existing configurations, including modules, asset types, software models, license types, CI classes, fields, forms, workflows, automation rules, notifications, dashboards, roles, permissions, and governance settings.
  • Set up and maintain discovery sources, scan ranges, schedules, credentials, collectors, agents, probes, API connections, synchronization jobs, software recognition rules, and reconciliation rules in accordance with security and change management requirements.
  • Configure request, approval, assignment, reclamation, retirement, and exception workflows for hardware assets, software assets, and CMDB updates.
  • Troubleshoot platform configuration, integration, discovery, synchronization, data import, software normalization, and data quality issues.
  • Maintain platform administration documentation, configuration standards, data dictionaries, CI class definitions, software model standards, license data standards, discovery runbooks, and operating procedures.
  • Design, configure, and maintain the CMDB structure, including CI classes, asset attributes, software and application records, lifecycle states, ownership fields, relationship types, business service mapping, and dependency structures.
  • Define and enforce CMDB standards for naming, classification, required fields, ownership, support groups, relationship mapping, lifecycle status, environment, criticality, and authoritative data sources.
  • Establish reconciliation processes between discovery tools, endpoint management systems, software inventory sources, procurement records, identity systems, ITSM records, ITAM repositories, and SAM records.
  • Identify and resolve duplicate, incomplete, stale, orphaned, incorrectly classified, or conflicting asset, software, and CI records.
  • Ensure CMDB data supports incident, request, change, problem, security, audit, vulnerability, software compliance, and service management processes.
  • Maintain CMDB governance documentation, data ownership rules, exception-handling processes, and quality metrics.
  • Configure and maintain discovery capabilities for endpoints, servers, network devices, virtual infrastructure, cloud resources, databases, application components, and discovered software installations.
  • Set up or support Application Dependency Mapping and service dependency mapping by enabling discovery methods, validating discovered relationships, and coordinating with application and infrastructure owners.
  • Coordinate discovery prerequisites such as service accounts, credentials, network access, firewall allowlisting, agents, probes, collectors, and access approvals with Infrastructure and Security teams.
  • Monitor discovery coverage, credential failures, scan errors, synchronization status, relationship completeness, software recognition gaps, and unmapped or unknown assets.
  • Continuously tune discovery settings, mapping rules, software normalization logic, reconciliation logic, and dependency rules to improve CMDB accuracy, ADM coverage, and SAM visibility.
  • Oversee hardware and infrastructure asset lifecycle data from request, receiving, deployment, assignment, transfer, return, decommissioning, disposal, and retirement.
  • Ensure lifecycle updates are accurately reflected in ITAM, ITSM, CMDB, discovery, endpoint inventory, and reporting platforms.
  • Reconcile purchased, deployed, discovered, retired, and disposed hardware assets across procurement records, endpoint tools, discovery platforms, and ITSM/ITAM systems.
  • Maintain accurate inventory data including owner or custodian, location, serial number, model, status, environment, support group, business purpose, warranty or support status, and related CIs or services.
  • Coordinate inventory audits, physical verification, exception handling, discrepancy investigations, disposal evidence, and asset record cleanup.
  • Establish, administer, and maintain software asset records, software models, publishers, versions, editions, categories, license records, entitlement data, subscription records, renewal dates, approved software status, and software lifecycle status within ITAM, SAM, CMDB, and ITSM platforms.
  • Reconcile discovered software installations, SaaS usage, endpoint inventory, purchase records, subscriptions, entitlements, and approved software records to support license accuracy and compliance visibility.
  • Track software assignments, usage, ownership, business justification, license position, approval status, renewal risk, retirement status, and compliance status.
  • Identify unused, underused, duplicate, unauthorized, unsupported, end-of-life, or potentially non-compliant software and coordinate remediation, reclamation, renewal, or retirement actions with the appropriate owners.
  • Support software request, approval, assignment, deployment, reclamation, renewal, retirement, and decommissioning workflows in coordination with IT Support, Security, Procurement, Finance, Legal, and Application Owners.
  • Maintain software-related CIs and relationships in the CMDB, including links between applications, software products, users, devices, servers, business services, application owners, support groups, and dependency records.
  • Prepare dashboards and reports for software compliance, license utilization, renewal risk, unauthorized software, software lifecycle status, SaaS/application inventory, reclamation opportunities, and cost optimization opportunities.
  • Support software audits, true-ups, renewals, vendor reviews, and internal compliance reviews by providing accurate asset, entitlement, deployment, and usage data. Contract negotiation and legal interpretation remain owned by Procurement, Finance, and Legal.
  • Configure and maintain integrations between ITSM, ITAM, SAM, CMDB, discovery platforms, endpoint management tools, procurement sources, identity systems, SaaS sources, and reporting tools.
  • Build workflows, automation rules, validation rules, notifications, exception reports, and data quality controls to reduce manual effort and improve reliability.
  • Create and maintain dashboards and reports for inventory health, lifecycle status, CMDB completeness, discovery coverage, ADM coverage, software compliance, license utilization, renewal exposure, aging assets, reconciliation exceptions, and audit readiness.
  • Analyze data quality metrics, discovery gaps, synchronization failures, software normalization issues, license gaps, and process issues to identify corrective actions and improvement opportunities.
  • Support automation, API, import/export, bulk update, and low-code workflow activities where appropriate and approved.
  • Serve as the primary administrator and subject matter expert for ITAM, SAM, CMDB, discovery, and related ITSM configurations.
  • Partner with Infrastructure, Security, Service Desk, Procurement, Finance, Legal, Compliance, vendors, and application teams to align asset, software, license, CI, and service data with operational, audit, compliance, and business requirements.
  • Document and improve processes for asset intake, software intake, CI creation, discovery onboarding, license record maintenance, ownership validation, dependency mapping, lifecycle updates, reclamation, and decommissioning.
  • Provide guidance and training to IT teams on asset, software, license, CMDB, discovery, and platform update requirements.
  • Support audit, compliance, risk, security, and governance activities related to hardware assets, software assets, software licensing, CMDB reliability, discovery coverage, and administrative access controls.
Desired Qualifications
  • Direct administrator experience with Freshservice and/or Device42, including ITAM, SAM or software inventory, CMDB, discovery, integrations, dashboards, or ADM/service dependency mapping.
  • Experience implementing, rebuilding, or significantly improving ITAM, SAM, CMDB, discovery, or ITSM modules from scratch.
  • Experience with Application Dependency Mapping, service mapping, business service modeling, or infrastructure dependency validation.
  • Experience with software compliance audits, license true-ups, renewal support, vendor audit preparation, SaaS inventory, software rationalization, or cost optimization initiatives.
  • Experience with SAM or license management tools such as ServiceNow SAM, Device42 software inventory, Lansweeper, or equivalent platforms.
  • Familiarity with enterprise software licensing and administration data for platforms such as Microsoft 365, Adobe, Autodesk, Oracle, VMware/Broadcom, Atlassian, Salesforce, Zoom, or similar vendors.
  • Experience with API-based integrations, webhooks, data imports, automation scripts, SQL or reporting queries, PowerShell, Python, or low-code workflow automation.
  • Experience supporting IT audit, SOX or compliance requirements, ISO 27001, security operations, vulnerability management, change management, or software compliance use cases that rely on accurate asset, license, and CMDB data.
  • ITIL Foundation, ITIL 4 Specialist, Certified Hardware Asset Management Professional (CHAMP), Certified Software Asset Manager (CSAM), ServiceNow CIS, Freshservice certification, Device42 training or certification, or equivalent practical experience.
  • Experience with Power BI, advanced Excel reporting, Freshservice analytics, Device42 reporting, or similar reporting and analytics tools.

About the company

Q

Qualfon

View
Website

Qualfon provides 360-degree customer experience support for brands, using mission-driven processes that center the individual in every interaction, along with AI-enabled strategies and CXM solutions. Its services tailor customer experiences by combining human-centered care with AI to balance efficiency, scale, and empathy. Unlike generic outsourcing firms, it focuses on personalized, scalable support that puts people first. Its goal is to boost customer loyalty and lifetime value while making operations more effective and brand-positive.

Company Size

5,001-10,000

Company Stage

N/A

Total Funding

N/A

Headquarters

Coeur d'Alene, Idaho

Founded

1995

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Simplify Jobs

Simplify's Take

What believers are saying

  • Qualfon opened its Irving center on September 23, 2026, adding 700-plus jobs.
  • Alfonso J. Gonzalez said 2026 revenue is tracking at 3X market growth.
  • The January 2026 Voxdata acquisition expands Qualfon's customer-engagement footprint and Canadian delivery capacity.

What critics are saying

  • Qualfon cut 206 Johnstown jobs in 2026, signaling fragile utilization and client concentration.
  • A January 14, 2026 Michigan discrimination case forced arbitration, keeping reputational risk alive.
  • AI-driven self-service commoditizes call centers; Qualfon's labor-heavy model faces margin collapse by 2027.

What makes Qualfon unique

  • Qualfon pairs omnichannel BPO with revenue growth services and regulated financial-services support.
  • Its July 14, 2026 vertical leadership model gives clients single-accountability industry teams.
  • Rochat University tuition-free degrees for employees and families deepens retention and recruiting.

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Benefits

  • Training Programs
  • Tuition Reimbursement
  • Remote Work Options

Company News

PR Newswire
Sep 23rd, 2026
Qualfon opens Irving center with 700+ jobs, offers free college degrees to employees and families

Qualfon has opened a new customer experience centre in Irving, Texas, creating over 700 jobs to support a financial services client. The facility will handle voice and digital customer support channels. The global business process outsourcing provider is offering tuition-free college degrees to Irving employees and their eligible family members through its Rochat University programme. This benefit covers both undergraduate and graduate degrees. The expansion builds on Qualfon's 30-year presence in Texas and strengthens its position in the North Texas market. The company is currently recruiting customer care representatives for phone and live chat support, with plans to add supervisory and operational roles as the centre grows. All positions will be based at the Irving facility, where new employees will receive comprehensive training for the regulated financial services environment.

Qualfon
Sep 23rd, 2026
Qualfon brings 700+ jobs to Irving, commits to free college education for site employees.

Qualfon brings 700+ jobs to Irving, commits to free college education for site employees. Irving, Texas - September 23, 2026 - Qualfon, a global provider of omnichannel customer experience and business support solutions, today announced the opening of a new customer experience center in Irving, Texas. The facility will support a leading financial services company and will employ more than 700 people. The new center will support customers through voice and digital channels. These jobs are for people who want to bring a sense of service and empathy to the needs of customers. The Irving operation expands Qualfon's growing presence in the North Texas market and strengthens the company's ability to deliver specialized support for financial services clients, building on more than 30 years operating in the state of Texas. "Opening this new center in Irving is an important milestone for Qualfon and for the North Texas community. This investment creates hundreds of new career opportunities while helping our financial services client deliver a stronger experience for its customers." -Alfonso J. Gonzalez, Chief Executive Officer For Qualfon, every new job is a reason to celebrate. Creating an ever-growing number of job opportunities is central to the company's mission, because it enables more people to develop their talents, pursue their aspirations, and achieve their total vocation. "We are proud to expand our U.S. operations and to continue living our mission to be the best and make each person's life better," Gonzalez added. As part of its commitment to helping employees pursue their full vocation, Qualfon is extending its Rochat University education benefit to the Irving center. Through Rochat University, employees have the opportunity to pursue university undergraduate or graduate degrees, tuition-free. Uniquely, Qualfon extends this same opportunity to eligible family members as well, a benefit few companies in the industry offer. New employees will receive comprehensive training and ongoing development to prepare them to support customers in a highly regulated financial services environment. Qualfon offers a comprehensive, competitive benefits package to support its employees. Recruitment is currently focused on customer care representatives supporting customers through phone and live chat channels. As the center grows, Qualfon expects to add supervisors, human resources professionals, information technology support, and other operational roles to meet increasing demand. The positions will be based onsite at Qualfon's Irving facility. "Qualfon is committed to creating meaningful career opportunities and developing people at every stage of their journey," said Mike Jossi, Chief Person and Administrative Officer at Qualfon. "The Irving center will bring together a strong team focused on customer service, continuous improvement, and helping one another succeed." Qualfon's expansion reflects continued demand for high-quality customer experience services in financial services and other regulated industries. The company currently provides call center support, revenue growth, customer intelligence, marketing services, and business support solutions to clients across multiple industries and geographies. Individuals interested in career opportunities at the new Irving center can learn more and apply at jobs.qualfon.com. About Qualfon. Qualfon is a global BPO provider of omnichannel customer experience and business support solutions with locations on several continents. Qualfon 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. For more information, visit www.qualfon.com. 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 - 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.

PR Newswire
Jul 14th, 2026
A homegrown leader for a New Era: Alfonso J. Gonzalez named CEO of qualfon.

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

Qualfon
Jul 14th, 2026
A homegrown leader for a new era: Alfonso J. Gonzalez named CEO of qualfon.

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.

Qualfon
Jul 13th, 2026
Blog posts.

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.