QA Specialist

• Own the design and continuous improvement of Snoonu’s QA frameworks, scorecards, and evaluation standards across all support functions, including the Pakistan-based CS and QA teams.
• Define what “good” looks like across channels and update standards as policies, products, and customer expectations evolve.

• Conduct periodic deep-dive audits of QA scoring and calibration across teams to ensure consistency, fairness, and alignment with Snoonu’s standards.
• Identify gaps between how quality is being measured and what’s actually driving customer dissatisfaction.

• Analyze QA trends across teams and channels to uncover systemic issues — training gaps, policy confusion, process breakdowns — that go beyond individual agent performance.
• Translate findings into clear recommendations for the CX Strategy and Operations team, Live Ops leadership, and Product/Operations partners.

• Ensure QA scorecards and the broader CX defect taxonomy stay aligned, so quality scoring directly supports defect reduction efforts.
• Partner with the Lost Orders & Bad Ratings Specialist and CX Strategy team to connect QA insights with root-cause initiatives.

• Evaluate and help select QA/monitoring tools and platforms, ensuring they scale with the business and integrate well with existing systems.
• Design QA processes and governance models that can scale as the support organization grows.

• Work closely with the QA Lead and Customer Support Lead in Pakistan to ensure strategy-level QA standards translate cleanly into day-to-day execution on the floor.
• Support calibration alignment between Qatar-based strategy and Pakistan-based execution.

• 3+ years of experience in quality assurance, CX strategy, operations, or a related role, ideally in a fast-paced, customer-centric organization.
• Strong analytical mindset — comfortable working with QA and CX data to identify patterns and translate them into recommendations.
• Experience designing or significantly improving QA frameworks, scorecards, or evaluation methodologies.
• Strong written and verbal communication skills, with the ability to influence stakeholders across functions and locations.
• Comfortable working cross-functionally and cross-geographically (Qatar HQ and Pakistan-based teams).
• Detail-oriented with a strategic mindset — able to zoom in on individual cases and zoom out to systemic trends.
• Experience in food delivery, e-commerce, or a similar high-volume, multi-market support environment.
• Familiarity with QA/monitoring tools (e.g. MaestroQA, Klaus, Zendesk QA) and helpdesk/CRM platforms (Zendesk, Freshdesk).
• Experience with SQL, BI tools, or data analysis to drive QA and CX insights.
• Exposure to operational excellence, Six Sigma, or similar quality methodologies.

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.

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.

To radically transform how people live by leveraging technology to connect them with endless possibilities.

• 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…