Operational Excellence

Helping our Clients Succeed with Operational Excellence

At iQor, a culture of efficiency and an ongoing search for excellence is an imperative. We continually innovate and improve – to get smarter, better, faster – to best service our clients. Through our people, processes, and policies, we help our clients succeed.
Our #1 Performance Culture is how we achieve operational excellence. This culture is driven through a focus on below key areas.

World Class People

Emotional Aptitude Testing Predicts the Best Hires

All agents at iQor are hired through Qfit®, a proprietary emotional aptitude test available online at iQor website. After typing in all relevant personal information, an applicant is asked a series of questions designed to measure their emotional and analytical skills, motivation level, as well as the likelihood they will remain working at the company over time.

We Leverage the Best Trainers Around the World

All traditional training is being augmented by our seasoned trainers and advanced video interactive capability.

We Move Top Performers Up a Clearly Defined Career Path

At iQor, the majority of new managers are promoted from the agent level. This is possible, in part, due to the frequent, thorough evaluation process we’ve put in place to reward top performers and keep them moving up an exciting and diverse career path. Agents are reviewed and eligible for raises frequently to reward top performance: monthly for their first six months and quarterly thereafter.

We Believe 14:1 Dedicated Teams Get the Best Result

At iQor we believe that to lead a team effectively, a supervisor should not have more than 14 direct reports, a concept borrowed from military platoons. Supervisors are dedicated to their team’s performance and success.

Our Benefits Program Rewards Performance

MiQor is our global benefits program that provides every iQor employee with a “purse” to purchase a wide number of benefit options. The purse is based on title—and therefore rewards performance and experience—and allows employees to purchase the benefits that best suit their needs.

Flexible Footprint

We're Designed to Scale

Because our infrastructure is centrally managed, we are able to quickly relocate the delivery of services to our clients' desired location. The only constraint is required training time.

We Use Dynamic Allocation to Act Without Borders

iQor's flexibility lies in its global footprint and technology. Our infrastructure and technology allows us to allocate work dynamically to the appropriate center in real-time—without regard to the location. Acting without borders, iQor is able to serve a client from virtually any location—onshore, nearshore, or offshore—at virtually any time and expand at a moment’s notice. As a result, iQor is always ready to scale its facilities to fit any sudden changes in its client's needs.

Receivable Management Services (HK), Ltd
RMS is now iQor