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Director, Quality

About VXI

VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, Africa, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world's most-respected brands.

VXI is one of the fastest growing, privately-held business services organizations in the United States and the Philippines, and one of the few US-based customer-care organizations in China.

VXI is also backed by private equity investor Bain Capital. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, not only did VXI expand our footprint in the US and Philippines, but we also gained ground in the Chinese and Central American markets. Additionally, we acquired Symbio, expanding our global services offering and enhancing our competitive position.

In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. This is a rare occurrence in the private equity space and shows the level of performance VXI delivers for our clients, employees, and to shareholders.

For more information about VXI, visit: www.vxi.com

For more information about our partnership with Bain, please visit: https://www.baincapital.com/news/bain-capital-completes-acquisition-vxi-global-solutions

Responsibilities

• Owns the end-to-end Quality framework, including design, deployment, continuous improvement, and adherence across programs.
• Establishes standard QA methodologies, audit protocols, calibration frameworks, and defect reduction mechanisms.
• Leads quality operations including transaction monitoring, compliance checks, calibration, VOC analysis, and performance root cause analysis.
• Converts quality data into insights that drive CX improvements and operational performance uplift and leverages predictive analytics, trend forecasting, and early-warning indicators to proactively address performance risks.
• Partners with Operations, Training, WFM, and Clients to implement closed-loop feedback systems and corrective action plans.
• Represents Quality in client meetings, business reviews, calibrations, governance sessions, and performance deep dives.
• Partners with other internal stakeholders to improve program stack ranking to #1 with a distant #2
• Establish strategic maintenance programs, procedures, schedules, audits, and record keeping for maintenance

Qualifications

• 10-12 years of overall experience, with 5 years minimum leading quality organizations in large-scale international BPOs, ITES or US-based captive organizations
• Experience with clients in the healthcare, preferably payers, vertical / industry / segment
• Scope/Span: Should have led quality teams of 50+ FTE
• Project Management: Understanding and proven application of project management methodologies (Agile, Six Sigma, PMP certification is a plus).
• Communication & Collaboration: Excellent ability to translate data into business insights, with strong stakeholder management skills.
• Strong presentation and influencing skills at a senior management level.
• Problem-Solving & Critical Thinking: Ability to analyze complex problems and implement data-driven solutions.

This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.

Location: Onsite in Hyderabad, India from Monday to Friday during US Eastern business hours

Role Type: Full-Time

Reporting to: VP, Global Training & Quality

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!