QA Specialist – Quality Assurance & CX Strategy

About the role

The QA Specialist will lead the development and continuous improvement of quality assurance frameworks for Snoonu’s support operations. Working closely with teams in Qatar and Pakistan, you will define standards, audit performance, and turn data into actionable strategy.

Key responsibilities

• Own QA strategy and standards across all support functions.
• Design and continuously improve QA frameworks, scorecards, and evaluation standards.
• Conduct deep‑dive audits and calibrations to ensure consistency, fairness, and alignment with company standards.
• Analyze QA trends, identify systemic issues and translate findings into actionable recommendations for CX Strategy, Live Ops and Product teams.
• Align QA scorecards with the CX defect taxonomy and collaborate with Lost Orders & Bad Ratings Specialist.
• Evaluate, select and help implement QA/monitoring tools and design scalable governance processes.
• Partner with the QA Lead and Customer Support Lead in Pakistan to translate strategy into day‑to‑day execution and ensure calibration between Qatar HQ and Pakistan teams.

Required profile

• 3+ years of experience in quality assurance, CX strategy or related operations.
• Strong analytical mindset with ability to work with QA and CX data.
• Proven experience designing or improving QA frameworks and scorecards.
• Excellent written and verbal communication, capable of influencing cross‑functional stakeholders.
• Detail‑oriented with a strategic outlook, comfortable working across locations (Qatar and Pakistan).

Required skills

• Experience with QA/monitoring tools such as MaestroQA, Klaus or Zendesk QA.
• Familiarity with helpdesk/CRM platforms like Zendesk and Freshdesk.
• SQL for data extraction and analysis.
• Use of BI tools to generate QA and CX insights.