Senior QA Lead - Customer Experience Quality

About the role

Snoonu is looking for a Senior QA Lead to lead the shift from traditional, sample-based evaluations to a fully automated, AI-driven QA engine within its customer experience platform. The role sits at the heart of CX Core, turning millions of customer interactions into product improvements, tooling fixes and operational changes, and connects the Qatar HQ with international frontline teams.

Key responsibilities

• Own a single, ongoing view of service quality combining QA results, CSAT, repeat contacts, resolution accuracy, compensation accuracy and defect data across markets, channels and issue types.
• Build automated, full-coverage QA using AI and LLM-based scoring, auto-tagging, sentiment analysis and anomaly detection, integrated with the helpdesk, CRM and data stack.
• Extend QA coverage to bots, automated flows and self-service journeys.
• Analyse systemic issues such as tooling gaps, agent workarounds and unclear policies, and turn findings into prioritised recommendations followed through to implementation.
• Work with the Agent Tools team so QA insights drive fixes to tools, processes and policies, and align scorecards with the CX defect taxonomy.
• Design scalable QA governance for human and AI scoring, covering accuracy, fairness and consistency, and collaborate with the QA and Customer Support Leads in Pakistan.

Required profile

• 3+ years in quality assurance, CX strategy or operations, including building or redesigning a QA program, ideally in a high-volume support environment.
• Hands-on experience with automated or AI-assisted QA at scale, beyond manual sampling.
• Track record of QA insights leading to concrete changes in policy, process or tooling.
• Systems thinking and strong written and verbal communication, able to influence stakeholders across functions and locations.

Required skills

• Strong analytical skills with working knowledge of SQL and BI tools.
• Ability to pull and analyse data yourself, not just read dashboards.

What we offer

• Learning budgets, access to courses and tools for growth.
• Flexible time off and generous leave and wellness policies.
• Agile working style (Scrum) and autonomy over your tasks.
• Great Place to Work certification and ISO 9001:2015 and ISO 45001:2018 certifications.