Open to opportunities

Hesham Hamza

@heshamhamza

Message

I lead remote quality operations, coaching teams and automating performance reporting.

Egypt

Message

What I'm looking for

I'm looking for a quality assurance or operations leadership role where I can coach teams, strengthen compliance, improve workflows, manage escalations, and build practical reporting automation.

At CP Spike, I lead quality assurance and operations support for a 10-person team serving legal-sector customer accounts. I monitor calls, chats, and emails, deliver coaching, and use QA metrics, KPIs, and trend analysis to guide performance improvement.

I build SOPs, compliance matrices, documentation frameworks, and Google Sheets automation that improve audit consistency, call assignment, tracking, reporting, and workflow visibility.

Previously at Vodafone UK, I supported Home Broadband and fiber customers while managing escalations, floor support, live coaching, onboarding, and SLA compliance. I also served as a subject matter expert for troubleshooting and knowledge sharing.

My earlier clinical work as a general dentist strengthened my attention to detail, documentation, compliance, and ability to translate complex information into actionable guidance.

Experience

Work history, roles, and key accomplishments

Current

Quality & Operations Lead

Current

CP Spike

Mar 2025 - Present (1 year 5 months)

Managed quality assurance and operations support for a 10-person team handling legal-sector customer accounts. Performed multi-channel quality monitoring, built SOPs and compliance matrices, and developed Google Sheets automation for workflow visibility.

Quality Assurance Quality monitoring Quality Control Audit Compliance Calibration Root Cause Analysis Process Improvement Continuous Improvement Team Leadership Coaching Escalation Management SOP Development Compliance Management Workflow Optimization Reporting KPI Tracking Google Apps Script Documentation Control

Technical Support Advisor / Virtual Floor Supervisor

Vodafone UK

Jan 2021 - Feb 2025 (4 years 1 month)

Provided technical support for Home Broadband and fiber connectivity issues in a high-volume customer support environment. Supported escalation management, floor walking, system navigation, and live coaching for new agents.

Technical Support Troubleshooting Escalation Management Coaching Process documentation Knowledge Sharing Workflow Support

General Dentist

Private Practice

Jan 2017 - Jan 2021 (4 years)

Performed clinical procedures with high attention to detail, precision, documentation, and compliance. Managed patient case documentation, treatment planning, and professional communication.

Procédures Documentation Compliance Treatment Planning Patient Communication