Team Leader / QA Specialist
- Tirane
- Tipi
-
- me orar te plote
- Fusha | Profili i punes
-
- IT | TIK | Informatike Ekonomike
- IT Adminsitrim Rrjeti
- Sherbim Klienti
- Gjuha
-
- anglisht
- Eksperienca
- vetem me eksperience
Role Overview
We are looking for a motivated and organized Team Leader / QA Specialist to manage daily operations, support team performance, and ensure high-quality service delivery in an AI-focused environment. The ideal candidate should have strong leadership, communication, and analytical skills, with the ability to coordinate teams, monitor quality standards, and drive continuous improvement. Experience in technology, AI, customer support, or digital operations is considered an advantage.
The Team Leader / QA Specialist will work closely with management and operational teams to improve productivity, collaboration, project execution, and service quality.
Cel. : +355 69 861 6908
We are looking for a motivated and organized Team Leader / QA Specialist to manage daily operations, support team performance, and ensure high-quality service delivery in an AI-focused environment. The ideal candidate should have strong leadership, communication, and analytical skills, with the ability to coordinate teams, monitor quality standards, and drive continuous improvement. Experience in technology, AI, customer support, or digital operations is considered an advantage.
The Team Leader / QA Specialist will work closely with management and operational teams to improve productivity, collaboration, project execution, and service quality.
Key Responsibilities:
- Manage and coordinate the team’s daily operations, workload, and ticket distribution while providing guidance, coaching, and performance feedback.
- Monitor and track operational KPIs including SLA/SLO compliance, ticket volume, resolution rate, escalation rate, First Time Fix (FTF), acknowledgement performance, and QA results.
- Perform QA evaluations and audits to ensure quality standards are met and identify areas for improvement.
- Provide feedback sessions and coaching based on QA findings to improve team performance and customer experience.
- Handle incident and escalation management by prioritizing critical cases (P0, P1, P2), coordinating responses, and ensuring timely resolution.
- Prepare operational reports and business reviews (MTD, WBR, QBR), including KPI dashboards, trend analysis, and action plans.
- Drive continuous improvement initiatives by analyzing operational and QA data, reducing escalations, and improving processes and documentation.
- Communicate effectively with stakeholders regarding team performance, quality metrics, operational risks, and capacity updates.
Requirements
- Fluency in both spoken and written English
- Excellent communication and interpersonal skills
- Strong leadership and team management abilities
- Strong analytical and quality assurance skills
- Problem-solving and decision-making skills
- Ability to work under pressure and manage priorities effectively
- Experience with KPI monitoring, reporting, QA evaluations, and operational performance management
- Experience in technology, AI, customer support, or digital operations is considered an advantage
Working Conditions
- 650 ALL/hour
- 40 hours per week
- Working schedule: 09:00 – 18:00
If you are a motivated, customer-focused professional with strong leadership and communication skills, and you are looking to grow in a dynamic and fast-paced environment, we encourage you to apply and become part of our team!
Cel. : +355 69 861 6908