Open to opportunities

Hady Ahmed

@hadyahmed

Message

Quality Assurance Analyst combining customer support and KPI-driven process improvement.

Egypt

Message

What I'm looking for

I’m looking for a QA/quality-focused customer operations role where I can use interaction-data insights, KPI/SLA monitoring, and calm de-escalation to raise service standards and strengthen client experiences.

I’m a results-driven Italian Quality Analyst at VXI Global Solutions, specializing in Customer Service and Quality Assurance (QA). I bring a strong linguistic background and a proven track record of elevating service standards while staying focused on both people and performance.

I’m expert at balancing human-centric customer support with strict operational metrics (KPIs/SLAs). I analyze interaction data to identify process bottlenecks and deliver actionable feedback that helps optimize team performance.

Recognized for a calm, analytical approach in high-pressure situations, I de-escalate complex customer issues and align day-to-day support with quality benchmarks—so clients consistently feel heard and well served.

Experience

Work history, roles, and key accomplishments

Current

Italian Quality Analyst

Current

VXI Global Solutions

Mar 2024 - Present (2 years 3 months)

Performed customer service quality assurance for Italian support, balancing human-centric care with KPI/SLAs through interaction-data analysis. Monitored calls/chats/emails, identified process bottlenecks, conducted root-cause analysis, and delivered actionable feedback to de-escalate complex issues and improve service standards.

Root Cause Analysis Process Bottleneck Identification Customer Escalation Active Listening