QX COVID-19 Response

Minimising disruption for clients and employees

AS OF 23 JUNE 2021

QX is monitoring the evolving pandemic and balancing its response to best serve our clients and our employees. With India experiencing a second wave of COVID-19 infections, this is a time of significant concern and disruption across the country. So we want to update you on the latest situation and our contingency planning for business continuity.

MESSAGE FROM FRANK ROBINSON, GROUP CEO

The COVID-19 pandemic has turned out to be one of the greatest crises of the century. We know how vital QX’s services are to our 500+ client organisations globally. We remain committed to our values of ‘Excellence.’ We are doing everything we can to ensure our clients are supported to deliver on their promises to their clients’ end clients with minimal disruption.

We are also doing everything we can to safeguard the welfare and well-being of our 1,750 employees. We have enacted a World-Class Business Continuity Planning (BCP) and Business Sustainability Planning (BSP) process, supporting all employees and their families. Following the guidelines of WHO and local regulatory authorities, we have continually emphasised the importance of staying home, staying safe, and following all safety protocols. The QX Family spirit is all about staying together and fighting the crisis together. #StrongerTogether

Best regards,

Frank Robinson, Group CEO

 

Respond – Supporting our clients and employees navigate the uncertainty

Safety is our #1 priority

Since the start of the pandemic, QX’s top priority has been to safeguard the welfare and well-being of our 1,750 employees. We have taken decisive action to protect our employees by:

  • extending our policies to support their personal or family health circumstances;
  • continually emphasizing the importance of staying home, staying safe, and following all safety protocols
  • our COVID Response Team is helping those in immediate danger;
  • introducing further comprehensive health benefits through our Medicare scheme;

CONTINUED SERVICE DELIVERY & BCP

We have enacted a World-Class Business Continuity Planning (BCP) process to support all clients, employees, and families and ensure continued service delivery.

Our BCP process is based on four foundations:

CONTINUITY

Managing infrastructure to ensure business continuity.

CONVENIENCE

Managing the convenience of employees by the provision of a comfortable work environment and easily accessible processes.

COMPLIANCE

Managing compliance with legislative, regulatory, & data protection compliances.

CONTINUAL IMPROVEMENT

We are continuously improving the systems and processes by feedback mechanisms.

QX received a 100% C-SAT score in 2020 from most of our clients, with most others rating us over 90%.

As a Business continuity measure against the effect of the pandemic, since March 2020, QX adopted a complete Work From Home arrangement till Dec 2020. As the pandemic situation changes, we have revised our plan that QX will follow in 2021 for our client service delivery and business continuity.

REMOTE WORKING EXTENDED TO 30 SEPTEMBER 2021

QX has employed a Safety First approach, considering the prevailing situation and night curfews. We have decided to extend WFH to protect our employees from the risk of Coronavirus infection.

As a part of this plan, we have rolled out flexible working options for our employees, which range from:

  • Fully flexible to Flexi-work
  • Work-from-home; and
  • Work-from-office

We have considered client concerns, employee preferences, technical & operations issues affecting work, data protection risks, employee performance & motivation to select the right option for each employee.

We have well-defined strategies in place for Staff Welfare, Process & Compliance, and Physical to Digital Security to ensure that our employees’ safety and productivity are assured.

Note: As of April 2021, QX has extended work from home until 30 September 2021, keeping the safety well-being of our employees in mind.

FREE VACCINATIONS FOR ALL QXITES AND THEIR FAMILIES

QX has undertaken initiatives to provide care, support, and access to COVID-19 vaccines for over 1,750 eligible employees and their families in India, UK, and North America. We conducted our first COVID-19 vaccination drive in Ahmedabad on June 9 for all employees, and their family members via a partnership with top-tier hospitals in India. Our next drives are scheduled w/c 15 June in Mumbai, Noida and Vadodara.

QX WELLNESS – EMPLOYEE ASSISTANCE PROGRAM (EAP)

We continue to provide mental health and wellbeing support to all QX employees. Our EAP gives our leadership team, line managers and all QX staff the support and guidance they need. Support is available 24/7, and QX staff can access a range of emotional and practical support including:

  • Counselling options, including telephone, online or face-to-face sessions
  • Access to self-help resources such as assessment tools, communities, e-workshops, work-life seminars and web portals
  • A dedicated service for managers, aimed at providing consultations, and developing skills for handling challenging situations
  •  Legal and financial support from qualified professionals on a range of personal issues

HIGHLIGHTS OF GLOBAL BUSINESS BY REGION

INDIA: AHMEDABAD, NOIDA, MUMBAI & VADODARA

  • All offices across Ahmedabad, Noida, Mumbai, and Vadodara remain closed, and 100% of employees continue to WFH.
  • QX Academy: all in-person classes have been converted to live-online classes
  • All access to client servers is controlled using QX’s secure VPN access solution.
  • For secure access, all employees’ logins are integrated with multi-factor authentication as per client requests.
  • We have conducted workforce planning to assess the team’s risk profile and put backup resources in place.
  • No service delivery impacts in any of our ongoing client work

UNITED KINGDOM: SKIPTON AND LONDON

  • Employees across the UK are WFH
  • Offices in Skipton and London are expected to re-open on 19 July 2021, as per government guidelines.
  • All QX employees deployed to work from client locations continue to WFH.

NORTH AMERICA: USA AND CANADA

  • Employees in our New Jersey (USA) and Mississauga (Canada) offices continue to WFH unless there’s a customer requirement or need for critical customer support.

There are continuing restrictions to avoid travel, customer visits, and physical gathering until the situation improves across our locations. Our COVID Response Team continues to monitor the status around the clock.

STRONGER TOGETHER

If you have any queries or concerns and require our support, please feel free to contact us on [email protected]. Our teams appreciate your support and empathy during these challenging times.