Qualfon

Administration

• Design, configure, and maintain the LMS structure to align with organizational learning strategies.
• Set up courses, learning paths, curricula, and certifications in a logical, user-friendly format.
• Manage user roles, permissions, and access controls to ensure appropriate system use.
• Oversee onboarding and offboarding processes within the LMS.
• Customize the LMS interface and functionality to meet learner and client needs.
• Generate and analyze reports on training effectiveness, including completion rates, engagement, and learner performance.
• Provide insights to stakeholders to support decision-making and continuous improvement.
• Perform routine system maintenance, updates, and patch management.
• Troubleshoot technical issues such as system errors, bugs, and access problems.
• Collaborate with LMS vendors and IT teams to resolve system-related challenges.
• Integrate LMS with internal systems (HRIS, CRM, etc.) and third-party tools.
• Provide end-user support, including troubleshooting login and navigation issues.
• Develop job aids, guides, and training sessions to improve LMS adoption.

Administrator, Learning Management System

Analyst

• Develop accurate contact volume and staffing forecasts that support operational planning.
• Collaborate with the Workforce Management team to create effective workforce strategies.
• Utilize statistical analysis to inform staffing decisions.
• Translate data into actionable insights for business decision-making.

Analyst I – Workforce Management

• Developing accurate contact volume and staffing forecasts that support operational planning, scheduling, and business decision-making.
• Translating data into actionable workforce strategies.
• Collaborating with the Workforce Management team to optimize processes and improve performance.

Workforce Management Analyst I

• Develop, refine, and maintain short-term (1–14 days), medium-term (weekly/monthly), and long-term (quarterly/annual) volume, workload, and FTE forecasts using historical data, trends, seasonality, and business drivers.
• Perform intraday re-forecasting and provide actionable recommendations to RTAs and Operations for immediate staffing adjustments.
• Analyze and forecast shrinkage factors (attrition, absenteeism, LOA, training, etc.) to ensure forecast vs. actual variance stays within target thresholds.
• Design, build, and continuously optimize agent schedules and skill-based routing plans in WFM systems (e.g., Verint, eWFM, IEX, Genesys).
• Conduct what-if scenario modeling, capacity utilization analysis, and workload calculations to balance coverage, service levels, and cost efficiency.
• Facilitate and lead capacity planning calls with Operations, Recruitment, Training, and client stakeholders.
• Provide data-backed recommendations on headcount requirements, hiring plans, seat capacity, and site maximization.
• Generate advanced interval-level and daily/weekly reports on key WFM KPIs (adherence, service level, occupancy, shrinkage, etc.).
• Perform root-cause variance analysis (plan vs. actual) and present insights/recommendations to Operations and Account Management.
• Partner closely with Real-Time Analysts to ensure seamless handoff between planning and execution; provide guidance on complex intraday issues.
• Support the Workforce Coordinator/Manager in strategic initiatives, risk identification, and client-facing deliverables.

Analyst II, Workforce Management

Insurance

• Support customers via phone and email with new policy quotes and billing inquiries.
• Process endorsements, cancellations, and coverage updates with precision.
• Navigate underwriting questions and help clients understand their protection.
• Ensure all transactions meet industry regulations and internal quality standards.

Property & Casualty Insurance Licensing Program

Call Center Representative

• Lead, coach, and develop a team of insurance sales agents to meet and exceed sales targets
• Conduct regular 1:1 coaching sessions, performance reviews, and side-by-side monitoring
• Drive key performance indicators (KPIs) including conversion rates, revenue, call quality, and compliance
• Monitor daily, weekly, and month-to-date results and address performance gaps in real time
• Ensure adherence to schedules, attendance policies, and call handling expectations
• Collaborate with Workforce Management to maintain proper staffing and coverage
• Ensure all sales activities align with regulatory requirements (e.g., ACA guidelines, HIPAA, etc.)
• Monitor calls and enforce quality standards, including proper disclosures and documentation
• Partner with Quality, Training, and Operations teams to improve processes and agent performance

Licensed Call Center Supervisor – TeleSales

Recruitment

• This position is responsible for talent acquisition on levels, and associated processes for the organization to ensure our talent pipeline aligns with our company intention, purpose, and strategies.
• The primary focus is on the day-to-day recruiting and administration of the applicant tracking system (ATS).
• Interacts with hiring managers and supervisors regarding a recruitment strategy to ensure a complete understanding of their needs to find a suitable match for their open position.
• Coordinates full-cycle recruiting process to include: prepares employment advertisements and places them in an appropriate distribution channel to attract best applicant pool; oversees the routing of all position requisitions in compliance with ATS requirements; Administer online assessments and track completion and success rates, conduct interviews with candidates to assess qualifications for the job and fit; further, initiates employment offers and ensures new hire paperwork is complete promptly and accurately.
• Plan interview and selection procedures, including phone screens, assessments, and video or in-person interviews in the center for hiring manager managers.
• Strategically and proactively build a candidate pipeline.
• Source potential candidates through online channels (e.g., social platforms and professional networks).
• Participate and assist in employer branding initiatives.
• Identifies and represents the organization at events to market the company and our opportunities.
• Responsible for reporting functions within the ATS to determine previous workflow and sourcing.
• Foster relationships with past applicants and potential candidates.
• Understands the urgency of filling the class with quality hires.
• Performs other duties as necessary.

Seasonal Recruiter

Accountant

• Coordinate the development and weekly distribution of the full year cash flow in a daily format
• Daily accounting for and reporting of all cash transactions and movements
• Preparation of monthly bank account reconciliations
• Coordinate a strategic and structured cash forecasting and planning process ensuring the accurate reflection of up-to-date business conditions and incorporating process improvements
• Create, maintain and report relevant KPIs on a weekly basis, analyzing trends and working with the accounting team to improve performance
• Work closely with the Accounting Director to manage the Treasury function of Qualfon to maximize our cash position
• Perform financial modeling in support of cash forecasting, including sensitivity analyses and “what-if” modeling
• Complete full-cycle accounting for all the company’s business units including invoicing, processing AP transactions, reconciling pass-thru expenses to billing, recording journal entries, collecting on outstanding AR, producing and distributing financial statements on a monthly basis including MD&A, working closely with the QSI team to unearth opportunities for improvement
• Perform ad-hoc analyses and projects as dictated by business needs

Accountant I

Account Manager

• Serve as the primary relationship owner for assigned accounts
• Build and maintain strong executive-level relationships with client stakeholders
• Act as a trusted advisor by understanding client business goals, regulatory environments, and operational challenges
• Proactively manage client satisfaction, escalations, and risk mitigation
• Lead QBRs, executive reviews, and strategic planning sessions
• Own revenue retention, expansion, and margin performance for assigned accounts
• Identify and drive upsell and cross-sell opportunities
• Partner with Sales, Solutions, and Operations to shape proposals, pricing, and commercial models
• Support renewals, expansions, and RFP responses for existing clients
• Develop multi-year account growth plans aligned to client strategy
• Partner with Delivery leadership to ensure SLA attainment, quality performance, and operational excellence
• Ensure contract compliance and alignment to commercial terms
• Act as the internal “quarterback” for the account, aligning stakeholders across Operations & Delivery, Workforce Management, Quality & Training, Technology & Automation, Finance & Legal
• Maintain deep understanding of Telecom and Retail domains
• Bring forward innovation ideas including process optimization, automation, AI-enabled solutions, and digital CX enhancements
• Anticipate client needs and proactively recommend solutions

Vice President, Strategic Account Management

Human Resources

• Supports internal and external inquiries and requests related to the HR department
• Compiles and maintains paper, digital, and electronic employee records, including W/C and various leave requests
• Enters and updates employee records into HRIS system (SuccessFactors) and/or ADP
• Ensures employee submission of complete requirements before the first pay
• Generate variety of reports as needed
• First point-of-contact for employees and answers inquiries

Human Resources Intern

Payroll

• Oversee end‑to‑end payroll operations, ensuring adherence to all applicable federal, state, and local payroll, wage and hour laws, and FLSA requirements.
• Manage payroll inquiries and issue resolution, ensuring responses are timely, accurate, and compliant.
• Review payroll‑related journal entries, reconciliations, and variance analyses to ensure financial accuracy and integrity.
• Fulfill internal and external audit requests and support business partners through ad‑hoc reporting and routine payroll reconciliations.
• Serve as the primary point of contact for payroll vendors and third‑party providers, including ADP and other external partners.
• Conduct payroll and timekeeping audits, reconciliations, tax filings, and year‑end processes, including W‑2 preparation and related regulatory reporting.
• Partner closely with the Person Office, Benefits, Finance, Operations, and other key stakeholders to support business decisions and provide expert payroll guidance on policy changes and compliance considerations.
• Develop, document, and maintain payroll standard operating procedures (SOPs) and internal controls to support consistency, compliance, and audit readiness.
• Drive process standardization and optimization across U.S. payroll operations by identifying opportunities for automation, simplification, and self‑service.
• Lead/coordinate employee trainings in-person/via team for orientation and process adoption.
• Leverage digital tools, analytics, and reporting to enhance payroll efficiency, accuracy, scalability, and employee experience.
• Lead, coach, and develop a team of Payroll Specialists, ensuring accountability, high performance, and professional growth in a high‑volume environment.
• Responsible for resolving tax issues and payroll related reconciling items including working with ADP tax Services, taxing authorities, accounting, and ADP customertechnical support.
• Maintain and process annual escheatment’s to various state entities.

Payroll Manager

Customer Support

• As a Customer Service Sales Representative, you will be responsible for handling inbound calls related to HVAC warranty inquiries while also providing general customer service and call triage support.
• This role serves as the first point of contact for customers, accurately identifying their needs, resolving warranty‑related questions when possible, and transferring calls to the appropriate department for additional assistance when required.
• Verify customer information, warranty eligibility, and service details
• Provide clear and professional explanations regarding HVAC warranty processes, timelines, and next steps
• Perform customer service triage, identifying the nature of each call and routing customers to the correct department (e.g., technical support, dispatch, claims, billing)
• Accurately document call details, actions taken, and transfers in internal systems
• Maintain a high level of customer satisfaction through professional, empathetic, and solution‑focused communication
• Follow established call handling procedures, scripts, and compliance guidelines
• Meet or exceed quality, productivity, and attendance expectations
• Escalate complex or urgent issues according to defined procedures

Customer Service Sales Representative

• Handle inbound and/or outbound calls with consumers seeking individual health insurance (Under‑65)
• Display compassion when assisting individuals
• Build customer relationships, earning their loyalty and trust
• Provide objective information pertaining to coverage, annual notice of chance, pharmacy/network coverage, and drug formularies
• Demonstrating sales skills
• Self-motivated, able to work independently, and adhere to an assigned schedule with minimal assistance
• Enjoy working in a fast-paced and, at times, hectic environment while maintaining a professional attitude
• Accurately complete applications and enrollments in compliance with CMS, state, and company guidelines
• Meet or exceed daily and monthly sales, quality, and productivity goals
• Maintain thorough and accurate documentation in CRM and enrollment systems
• Adhere to all compliance, scripting, verification, and call quality standards
• Maintain professionalism, empathy, and customer-first communication at all times
• Conduct needs-based consultations to recommend appropriate health and ancillary insurance products

Health Insurance Sales and Enrollment Agent

• Proporcionar análisis y asistencia a los propietarios del proceso para identificar oportunidades de mejora
• Gestionar información operativa de las áreas de negocio
• Facilitar talleres de procesos
• Ofrecer alternativas para el flujo de trabajo de los sistemas

Business Analyst

Account Executive

• Manejar nuevas oportunidades de venta a través del seguimiento de leads; así como realizar llamadas en frío con nuevos clientes potenciales.
• Entender las necesidades y requerimientos de cada cliente.
• Realizar el cierre de ventas, llegando a los objetivos semanales, mensuales y trimestrales.
• Esta campaña es de soporte multi-canal: email, SMS y llamadas