VXI Global Solutions, LLC is looking for IT Support Technician to join our dynamic team and embark on a rewarding career journey. Conducting electrocardiogram (EKG), phonocardiogram, echocardiogram, and stress tests by using electronic equipment. Ensuring cardiology patients are comfortable by answering any questions they have about the tests. Recording the results of cardiological tests and consulting with the physician on duty to schedule any follow-up tests. Assisting physicians during non-evasive cardiological procedures by monitoring the patients' heart rates and alerting the physicians to any readings outside normal ranges. Maintaining cardiological equipment and supplies with daily cleanings and adjustments. Recording supply inventory levels and restocking the supply storeroom accordingly. Troubleshooting problems with cardiological equipment and reporting any malfunctions to superiors. Staying up-to-date with cardiological developments by attending conferences and participating in research projects

Its fun to work in a company where people truly BELIEVE in what they are doing! Were committed to bringing passion and customer focus to the business. Role : IT Manager VXI Global Solutions Job Summary: We are seeking a highly skilled and experienced IT Manager to lead our information technology team. The ideal candidate will be responsible for overseeing the company s technology infrastructure, ensuring optimal performance, security, and scalability to support business operations. Key Responsibilities: Manage and supervise the IT department and staff. Manage IT support teams to provide seamless desktop, network, and application support for floor operations. Oversee the installation, maintenance, and upgrade of hardware and software. Ensure network security and data protection policies are adhered to. Troubleshoot and resolve system and network issues. Manage IT budgets, vendor relationships, and procurement processes. Lead IT projects including infrastructure upgrades, migrations, and digital transformation. Develop and implement IT policies and procedures. Provide end-user support and training where needed. Monitor and evaluate technology trends and innovations. Coordinate with telecom vendors, internet service providers, and cloud service providers to ensure reliable connectivity and scalability. Maintain data privacy and security in accordance with client-specific requirements Ensure compliance with industry standards and regulations (e.g., GDPR, ISO, etc.). Required Qualifications: Bachelor s degree in Computer Science, Information Technology, or related field. 10+ years of experience in IT operations, including 3+ years in a leadership or managerial role. Strong knowledge of IT systems, networking, cybersecurity, and cloud technologies. Experience with [list tools/systems relevant to your company, e.g., Microsoft 365, AWS, Cisco, ERP systems]. Excellent problem-solving and communication skills. If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!

POSITION SUMMARY: The Director of Operational Risk and Fraud Management will oversee the enterprise-wide strategy, execution, and governance of risk mitigation and fraud prevention efforts across all call center operations. This role is responsible for identifying, investigating, and resolving incidents related to agent integrity, KPI manipulation, system vulnerabilities, and data exposure risks. The role will work closely with Quality Assurance, Operations, IT Security, and Compliance teams to build a proactive, intelligence-led risk posture that protects client interests and enhances operational resilience. 1. Fraud and Integrity Oversight a. Lead all internal fraud and agent misconduct investigations, ensuring timely, ethical, and compliant resolutions. b. Establish policies, processes, and escalation paths for identifying and reporting suspicious or anomalous behavior. c. Oversee root cause analysis for fraud cases and implement corrective actions. 2. KPI Manipulation and Performance Risk a. Collaborate with Quality and Operations to proactively detect potential KPI manipulation or gaming behaviors (e.g., false holds, inflated metrics). b. Develop anomaly detection frameworks and early-warning indicators for performance-based fraud. c. Provide decision support to leadership on agent-level and program-level integrity concerns. 3. System and Data Risk Management a. Identify operational and systems vulnerabilities that could lead to client/customer data exposure. b. Partner with IT Security and Technology teams to evaluate systems for fraud exposure and data leakage risks. c. Lead the creation and execution of risk mitigation plans and access control protocols. 4. Global Risk Team Leadership a. Directly manage a global team of risk professionals conducting audits, investigations, and operational risk assessments across regions. b. Standardize investigation procedures and audit methodologies to ensure consistency and regulatory compliance worldwide. c. Foster knowledge sharing, skills development, and performance alignment across regional teams. 5. Governance and Reporting a. Develop risk dashboards, heat maps, and reporting mechanisms for senior leadership and clients. b. Maintain a centralized incident log with detailed case handling, outcomes, and risk trends. c. Ensure compliance with client contracts, regulatory expectations (e.g., HIPAA, PCI-DSS), and industry best practices. 6. Cross-functional Collaboration a. Align with Compliance, Legal, and HR on case escalation and disciplinary actions. b. Contribute to training programs that promote a culture of integrity, data security, and ethical behavior. c. Provide expert guidance during new client onboarding and changes to operational procedures. REQUIREMENTS 1. B2H/C1 in Berlitz or equivalent standards 2. Bachelors in Degree in Business Administration, risk management, Fraud Management, or related field (Masters preferred). 3. 10+ years of experience in fraud investigation, operational risk, or compliance within a BPO, contact center, or financial services environment. 4. Demonstrated experience leading investigations and working with confidential data. 5. Familiarity with fraud detection technologies, speech/interaction analytics, and KPI trend analysis tools. 6. Strong understanding of customer data protection frameworks and systems audit principles. 7. Exceptional analytical, communication, and stakeholder management skills. 8. Professional certifications a plus (e.g., CFE Certified Fraud Examiner, CRMA, CIA, etc.)

Position: Senior Director/Director Interaction Analytics Deployment and CE Strategy Reports to: VP – Training, Quality and Operational Risk / Fraud Management Location: India (Hyderabad) POSITION SUMMARY: The Associate Director of Interaction Analytics will lead the development and execution of a next-generation, technology-driven quality strategy grounded in the principles of Quality 3.0. This role will be pivotal in deploying and managing an enterprise-level interaction analytics platform across multiple clients, embedding AI-powered insights into operational and quality practices. The ideal candidate will bring deep expertise in customer experience analytics, speech and text analytics, and process improvement methodologies. 1. Strategy and Deployment a. Design and implement a technology-based Quality 3.0 strategy centered on interaction analytics as the foundation of automated quality evaluations. b. Lead the end-to-end deployment of interaction analytics platforms across all applicable voice, chat, email, and social channels. c. Ensure the integration of CRM, CSAT/NPS, and survey data for a unified view of customer and agent performance. 2. Quality Intelligence and Insight Generation a. Enable automated evaluations to scale QA coverage across 100% of interactions. b. Lead the analysis of interaction patterns to uncover trends, identify root causes of underperformance, and discover opportunities for experience improvement. c. Partner with Human Quality teams to feed analytics-driven insights into calibrations, root cause documentation, and coaching playbooks. 3. Collaboration with Quality and Operational Analytics a. Serve as the strategic bridge between human-led QA and the Operational Analytics team, enabling advanced statistical analysis (e.g., regression, correlation, process mining). b. Drive journey mapping and voice-of-customer analysis through integrated data outputs from interaction analytics tools. 4. Governance, Enablement, and Evangelism a. Establish governance protocols for keyword libraries, sentiment rules, category frameworks, and data tagging strategies. b. Build enablement programs for Quality Analysts, Team Leads, and Operations Managers to self-serve insights and take action. c. Act as a change champion for quality modernization across internal and client-facing stakeholders. REQUIREMENTS 1. B2H/C1 in Berlitz or equivalent standards 8+ years of experience in Quality, Customer Experience, or Analytics roles within BPO or customer contact operations. 3+ years of leadership experience deploying interaction analytics platforms (e.g., Verint, NICE Nexidia, CallMiner, Observe.AI). Expertise in quality strategy, customer experience analysis, and root cause methodologies (e.g., 5 Whys, Fishbone, SIPOC). Strong understanding of advanced analytics concepts; familiarity with operational analytics, predictive modeling, or data visualization tools (e.g., Power BI, Tableau) is a plus. Excellent communication and stakeholder management skills, with the ability to translate technical findings into actionable business recommendations. Experience working with global teams and multi-client environments. Six Sigma certification (Green Belt or higher) Experience leading analytics initiatives in a multi-channel contact center environment Background in managing vendor relationships with interaction analytics providers

Its fun to work in a company where people truly BELIEVE in what they are doing! Were committed to bringing passion and customer focus to the business. ROLE AND RESPONSIBILITIES Build and scale a high performing HR & TA Shared Services Team that drives results through a simple, easy to understand structure that makes Hiring and HR processes adaptable and efficient. Demonstrate ability to drive ongoing improvements through continuous standardization, automation and consolidation of processes in support of HR and TA strategy goals. Identify problem areas in service delivery processes, troubleshoot issues and propose solutions. Develops, implements and validates processes and systems to enhance the compliance and accuracy of all aspects of the HR shared services process. Key Responsibilities include: Team Leadership: Lead and mentor the HR & TA Shared Services team, fostering a collaborative and high-performance culture. Provide guidance and support to team members, ensuring alignment with organizational goals and values. Process Optimization: Continuously assess and improve HR & TA Shared Services processes to enhance efficiency and effectiveness. Implement best practices and automation tools to streamline HR & TA shared services delivery. Employee Support: Serve as the primary point of contact for HR-related queries and escalations from employees. Ensure timely and accurate resolution of HR inquiries, maintaining a high level of customer satisfaction. Compliance and Policy Adherence: Monitor and enforce HR policies and procedures consistently across the organization as per the guidelines. Ensure compliance with all relevant employment laws and regulations. Reporting and Analytics: Develop and generate reports and analytics to support data-driven decision-making. Job Description Provide insights and recommendations based on HR & TA metrics and trends. QUALIFICATIONS AND EDUCATION REQUIREMENTS Bachelor s degree in Human Resources, Business Administration, or a related field. Experience leading an HR & TA Shared Services or a similar role for a minimum of 3+ years of Managerial experience. Strong understanding of HR and Hiring processes, policies, and compliance requirements across globe Excellent communication and interpersonal skills. Demonstrated ability to lead and develop a high-performing team. Proficiency in HRIS systems and tools is preferred, but not required. CORE COMPETENCIES Demonstrate Operation Excellence by implementing continuous improvement initiatives. Service Delivery and Quality Assurance - Ensure the delivery of high -quality HR services that meet or exceed service level agreements (SLAs) and key performance indicators (KPIs). Technology Proficiency - Leverage HR technology and systems to streamline processes and enhance service delivery. Data Analytics and Reporting - Utilize data analytics to assess the effectiveness of HR services and identify areas for improvement. TECHNICAL COMPETENCIES Proficiency with core Microsoft applications Human Resources practices; US/Global Talent Acquisition practices; US/Global Human Resource Information Systems (HRIS) Talent Management Workday experience OTHER EXPECTATIONS In-person; office based Travel: Occasionally If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!

Roles and Responsibilities Provide technical support to international customers through phone calls, emails, or chats. Troubleshoot and resolve customer issues related to software products, hardware devices, and network connectivity. Collaborate with internal teams to escalate complex cases and ensure timely resolution of customer complaints. Upsell/cross-sell relevant products or services based on customer needs. Desired Candidate Profile 0-2 years of experience in an International Voice Process environment. Strong communication skills in English language for effective interaction with customers from diverse backgrounds. Ability to work flexible shifts including rotational shifts as per business requirements. Basic knowledge of computer applications such as MS Office Suite (Word, Excel, PowerPoint). Willingness to learn new technologies and adapt quickly in a fast-paced environment. Hiring process - HR round Versant Voice Operation round

Its fun to work in a company where people truly BELIEVE in what they are doing! Were committed to bringing passion and customer focus to the business. Essential Duties & Responsibilities - Respond to customer inquiries (via telephone) Provide exceptional service to customers during each interaction Address customer concerns and/or provide solutions Adhere to all company guidelines regarding the delivery of service and support to customers Escalate problematic customer issues to management according to standard operating procedures Properly document each customer interaction according to company standard operating procedures Maintain an excellent on-time attendance record (schedule adherence) Adhere to company quality assurance guidelines and standard operating procedures Act with the highest levels of integrity and professionalism in each customer interaction Required Skills - Strong verbal communication abilities Ability to handle multiple customer interactions Via call Strong focus on providing a positive customer experience Accuracy in capturing customer information and resolving issues. Should be flexible to into graveyard shifts & rotational shifts If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!

VXI Global Solutions, LLC is looking for Manager, Workforce Management to join our dynamic team and embark on a rewarding career journey Delegating responsibilities and supervising business operations Hiring, training, motivating and coaching employees as they provide attentive, efficient service to customers, assessing employee performance and providing helpful feedback and training opportunities. Resolving conflicts or complaints from customers and employees. Monitoring store activity and ensuring it is properly provisioned and staffed. Analyzing information and processes and developing more effective or efficient processes and strategies. Establishing and achieving business and profit objectives. Maintaining a clean, tidy business, ensuring that signage and displays are attractive. Generating reports and presenting information to upper-level managers or other parties. Ensuring staff members follow company policies and procedures. Other duties to ensure the overall health and success of the business.

VXI Global Solutions, LLC is looking for Scheduler to join our dynamic team and embark on a rewarding career journey Create, manage, and update detailed schedules for projects, operations, or workforce activities to ensure optimal resource utilization and timely execution Coordinate with cross-functional teams including operations, logistics, and project managers to gather scheduling inputs and resolve conflicts Monitor progress against planned schedules, identify deviations, and take corrective actions to maintain timelines Use scheduling tools and software (e g , MS Project, Primavera, or ERP systems) to develop and track work plans Prepare reports, charts, and dashboards to communicate scheduling status, risks, and updates to stakeholders Maintain accurate records of changes, delays, and completed tasks for documentation and compliance purposes

Its fun to work in a company where people truly BELIEVE in what they are doing! Were committed to bringing passion and customer focus to the business. Take charge of service planning Create short term to long-range forecasts (but not limited to) for the following: workload, HC requirements, AHT Trends, shrinkage inputs, occupancy. Evaluate interval level attainment and trend against targets and forecast to identify production volume changes that will lead to workload reassessment and the appropriate realignment in specific or all fields on a regular basis Track and report forecasted vs actual production volume trends by LOB, campaign and site. Perform root cause analysis to identify the reasoning for poor service levels and create recommendation for turnaround at the soonest possible time. Monitor attendance and tardiness by day and interval, adjust for staffing challenges, update scheduling database and generate attendance reports. Adept in Capacity Planning and maintenance. Schedule and disseminate information Routinely clean up headcount roster and other related credentials in IEX/scheduling software supporting the program Loading the appropriate historical volumes and patterns into the scheduler to project month-over-month variances. Ensures that all operational staff are positioned effectively with minimal need for overtime to meet service level objectives. Completely schedule agent development activities per the budget without risk to service level objectives. When large-scale training and other initiatives require the use of other service area staffing, coordinate efforts by effectively communicating market/campaign. Able to identify needs for overtime and other necessary in office and out of office staffing adjustments ahead of time and incorporates into schedules. Advise and/or approve/deny time off requests based on objective analysis. Conduct regular and impromptu meetings with other departmental partners to go through staffing models, recommended actions and call out any potential risks to service level objectives and Bill to Pay together with the action plans to course correct at the soonest possible time. Responsible in creating multiple scheduling scenarios and present to stakeholders to determine optimum O/Us based on desired movements Core responsibility is to provide efficient schedules to cater to programs SLA Will support multiple LOBs and programs If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!

First Point of Service Excellence: Provide exceptional first-level technical support to our work-at-home workforce, addressing hardware, software, and network connectivity issues in real-time. Remote Assistance Mastery: Utilize various remote tools, web meetings, email, service desk tickets, and instant messaging to deliver prompt and effective solutions to end-users. Closure Rate Optimization: Achieve a high closure rate for first-level support by leveraging a diverse set of remote software tools to troubleshoot and resolve technical issues. Thorough Documentation: Document all resolutions and escalations meticulously within our internal ticketing system to ensure a comprehensive and organized record of IT support activities. Hardware Configuration and Troubleshooting: Configure and troubleshoot a range of devices, including computers, thin clients, Mac computers, and peripherals necessary for our work-at-home operations. Procedural Adherence and Continuous Improvement: Follow established procedures while occasionally exercising sound judgment. Contribute to the development of new standard operating procedures as we acquire new technologies, with a focus on meticulous task documentation. Process Enhancement: Improve existing processes by evaluating objectives, reviewing proposed changes, and making recommendations to enhance efficiency and effectiveness. Information Security Compliance: Reinforce information security compliance across all IT support activities. Education: Graduate/ Diploma (College education preferred) Certifications (a plus): Network+ Virtualization tools knowledge. VMWare. GCP. Knowledge/Skills: 3+ years of work experience in a fast-paced IT desktop support role; BPO experience is preferred. Proficiency in Windows Operating Systems and Microsoft Office 365. Proficiency in Mac OS Operating System and software products. Proficiency with computer hardware, thin client hardware, software, VPN, and remote computer tools. VMware knowledge. Knowledge of Windows Active Directory. MFA knowledge in configuring and managing end-users. Excellent written and verbal communication skills with the ability to interact with non-tech users. Flexibility to work evening and weekend hours when needed. Ability to learn and understand new and potentially complex products. Strong problem-solving skills. Demonstrates honesty, integrity, and teamwork. Adaptable to change and able to work under pressure. Good time management skills and ability to multitask. Maintains high standards of ethical and professional conduct.

The Intune Administrator will report to the IT Manager / IT Lead. Job Overview The Intune Administrator will be responsible for overseeing the uptime and efficient operation of our mobile device management systems from a technical support perspective. This role involves managing various applications and configurations within Microsoft Intune that support our global day-to-day operations. Collaboration with technical teams across our global operations, including locations in Los Angeles, Asia, and Europe, will be required to ensure seamless and secure mobile device management. Responsibilities and Duties Strategic Improvement and Optimization: Proactively enhance the Intune environment for better efficiency, security, and user experience by identifying improvements, developing strategies, and recommending new features. Daily Operational Support and Maintenance: Provide ongoing support for Intune issues, monitor system health, enforce policies, and manage user/device groups. Development and Implementation: Design and deploy new Intune policies, enrollment strategies, and integrations with other IT systems. Change Request Management: Handle and implement approved changes to the Intune environment with minimal disruption and thorough documentation. Scripting and Profile Management: Automate tasks using PowerShell and create/manage custom configuration profiles for different devices. Application Deployment and Management: Package, deploy, and secure mobile applications through Intune using app protection and management policies. Security and Compliance: Implement and manage security measures, enforce Conditional Access, monitor compliance, and assist with audits. Documentation and Training: Create and maintain Intune documentation and provide training to users and IT staff. Collaboration and Communication: Work with other IT teams and communicate effectively with stakeholders on Intune matters. Continuous Learning: Stay updated on Intune advancements and recommend new technologies.