Senior QA Lead

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.

• 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.

• 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.

• 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.
• 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.

• 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.

• 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.
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