QA Specialist

Role overview

QA strategy and standards

• Design and continuously improve QA frameworks, scorecards, and evaluation standards across support functions.
• Define quality expectations across channels and update standards as policies, products, and customer expectations change.

Audits and quality insights

• Conduct deep-dive audits and calibration reviews of QA scoring across teams to ensure consistency and fairness.
• Analyze QA trends to identify training gaps, policy confusion, process breakdowns, and systemic customer experience issues.
• Translate findings into recommendations for CX Strategy, Operations, Live Ops, Product, and Operations partners.

Defect taxonomy and tooling

• Keep QA scorecards aligned with the CX defect taxonomy and connect QA insights with root-cause initiatives.
• Evaluate QA and monitoring tools and design scalable QA processes and governance models.

Cross-team partnership

• Work with QA and Customer Support leads in Pakistan to translate strategy-level standards into day-to-day execution.
• Support calibration alignment between Qatar-based strategy teams and Pakistan-based execution teams.

Required qualifications

• At least 3 years of experience in quality assurance, CX strategy, operations, or a related role.
• Strong analytical ability with QA and CX data, including pattern identification and recommendation development.
• Experience designing or significantly improving QA frameworks, scorecards, or evaluation methodologies.
• Strong written and verbal communication skills and the ability to influence stakeholders across functions and locations.
• Ability to work cross-functionally and cross-geographically with Qatar-based and Pakistan-based teams.
• Detail orientation with the ability to assess individual cases and systemic trends.

Preferred qualifications

• Experience in food delivery, e-commerce, or another high-volume, multi-market support environment.
• Familiarity with QA, monitoring, helpdesk, or CRM platforms such as MaestroQA, Klaus, Zendesk QA, Zendesk, or Freshdesk.
• Experience with SQL, BI tools, or data analysis for QA and CX insights.
• Exposure to operational excellence, Six Sigma, or similar quality methodologies.

About Snoonu

Benefits and worklife

• The company highlights learning budgets, course and tool access, autonomy, flexible time off, wellness policies, and collaboration with a global team.
• Snoonu states that it is Great Place to Work certified and holds ISO 9001:2015 and ISO 45001:2018 certifications.