Senior QA Lead

🚀 Welcome to Your Next Adventure! Snoonu is looking for a Senior QA Lead to revolutionize how we measure, understand, and elevate service quality across our entire customer experience ecosystem. As Snoonu scales at breakneck speed across multiple markets and services, you will spearhead our transition from traditional, sample-based evaluations to a 100% automated, AI-driven QA engine. Sitting at the heart of CX Core, this is not about auditing agents or ticking compliance boxes—it is about uncovering systemic truths. You will leverage conversation intelligence, LLMs, and deep data analysis to translate millions of customer interactions into concrete product enhancements, tooling fixes, and operational breakthroughs. If you are passionate about root-cause problem solving, high-volume tech operations, and building automated quality governance connecting our Qatar HQ with international frontline teams, this is your stage. 🛠 What You’ll Get Your Hands On Own Snoonu’s View of Service Quality Own a single, ongoing view of how good our service really is. Combine QA results, CSAT, repeat contacts, resolution accuracy, compensation accuracy and defect data across markets, channels and issue types. Be the person leadership turns to with the question “how are we really doing, and why?” Answer it with evidence, not samples or anecdotes. Define what “good” looks like across channels, and keep standards current as policies, products and customer expectations change. Build Automated, Full-Coverage QA Lead the move from manual, sample-based reviews to automated QA that covers 100% of contacts, using AI and LLM-based scoring, auto-tagging, sentiment analysis and anomaly detection. Select, implement and own QA and monitoring tooling, and make sure it integrates with our helpdesk, CRM and data stack and scales with the business. Build and maintain automated evaluation logic, and keep it trustworthy by regularly checking it against human review. Extend QA beyond human agents to bots, automated flows and self-service journeys. Turn Quality Data into Strategy Find systemic issues that go beyond individual agent performance: tooling gaps, agent workarounds, unclear policies, broken processes and training gaps. Treat agent workarounds and outlier performance (good or bad) as signals. Work out whether they point to a gap that needs closing or a better practice we should adopt for everyone. Translate findings into clear, prioritized recommendations for CX Strategy & Operations, Live Ops leadership, the Agent Tools team and Product/Operations partners, and follow them through to implementation. Close Gaps, Don’t Chase Agents Partner with the Agent Tools team so QA insights turn into fixes to tools, processes and policies, not just more coaching for agents. Keep QA scorecards aligned with the CX defect taxonomy, so quality measurement directly drives defect reduction. Partner with the Lost Orders & Bad Ratings Specialist and the CX Strategy team to connect QA insights with root-cause initiatives. Set QA Governance Across Locations Design scalable QA governance for human and AI scoring, covering accuracy, fairness and consistency across teams and geographies. Work with the QA Lead and Customer Support Lead in Pakistan so QA standards and insights translate cleanly into day-to-day execution. 🧙‍♂️ The Magic You Bring 3+ years in quality assurance, CX strategy or operations, including building or redesigning a QA program, ideally in a fast-paced, high-volume support environment. Hands-on experience implementing or running automated or AI-assisted QA at scale, beyond manual sampling. Strong analytical skills, with working knowledge of SQL and BI tools. You can pull and analyze data yourself, not just read dashboards. A track record of QA insights that led to a concrete change in policy, process or tooling. Systems thinking: you look for root causes in how work is set up before blaming the people doing it. The ability to zoom out to the full picture of service quality and zoom in on individual cases when they reveal something bigger. Strong written and verbal communication, with the ability to influence stakeholders across functions and locations (Qatar HQ and Pakistan-based teams). Inside Snoonu’s Universe Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more – all in one place. Powered by tech, driven by a global team, and obsessed with making life easier. The Dream We’re Chasing To be the first Qatari Ultra App that propels the region and its community through innovation and technology. We have global ambitions where what we do surpasses norms and limitations every time. The Quest We’re On To radically transform how people live by leveraging technology to connect them with endless possibilities. Our Everyday Superpowers Be Customer Obsessed: “Focus on the customer and all else will follow.” Act with Integrity: “We are honest, ethical, and trustworthy in everything we do.” Be Curious and Creative: “We constantly innovate and create solutions to bring a lasting positive impact.” Lead by Example and Take Ownership: “Be the change you want to see and take ownership.” Work Smart and Deliver Results: “You can do more by doing less, better, and faster.” It's All About People: “Be a team player; together we are stronger.” Real Builders Ship: “We turn ideas into products, plans into action, and challenges into opportunities.” Perks & Worklife Magic At Snoonu 🌐 Global Vibes – Collaborate with a worldwide crew. 🧠 Brain Boosters – Learning budgets, access to courses, and tools for your growth. 🚒 Builder’s Playground – Own your tasks, own your path! We’re big on autonomy. 🏝️ Flexible Time Off – We take recharging seriously. Generous leave and wellness policies. 🛠️ Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops. Great Place to Work® Certified We’re certified as a Great Place to Work®, a recognition that celebrates a culture we’ve built together where people come first, always. This certification reflects our commitment to creating a workplace where everyone feels valued, empowered, and inspired to do their best work. Certified for Excellence Our ISO 9001:2015 and ISO 45001:2018 certifications demonstrate our dedication to world-class quality and a safe, supportive workplace, reinforcing our promise to deliver exceptional service while prioritizing the wellbeing of our people. Beyond the Code: Giving Back Matters We don’t just build apps. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission. Diversity Isn’t Just a Buzzword At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here. Let’s Build the Future Together Apply now to join a team where your contributions spark a change and your voice is heard. Let’s make some magic together. Stay in the loop—connect with us on LinkedIn! Show more Show less