Senior CX Quality Auditor — Drive Service Excellence

Castlery; Pasir Gudang; On-site; MYR 60,000 - 80,000; Full time

Job summary

A modern furniture company in Malaysia is seeking a Senior CX Quality Auditor Specialist to join the Customer Experience team. The role involves conducting audits to enhance service quality, developing QA scorecards, and supporting agent development. Ideal candidates should have prior experience in Quality Assurance and strong analytical skills. If you are self-motivated and enjoy collaboration, this position offers an opportunity to impact customer touchpoints and improve processes.

Qualifications

• Prior experience in Quality Assurance or auditing within Customer Experience, BPO, or service-focused environments.
• Strong analytical skills with the ability to identify trends and assess service quality.
• Clear and confident communicator, skilled in delivering structured feedback.
• Self-motivated and dependable, able to work independently.
• Familiar with QA frameworks and tools.

Responsibilities

• Conduct audits across all customer channels to ensure service quality and policy adherence.
• Develop and maintain QA scorecards and audit guidelines.
• Identify coaching opportunities and support agent development.
• Collaborate with cross-functional teams to align on quality standards.
• Analyze quality trends and report insights to leadership.

Skills

Analytical skills

Communication

Self-motivation

Collaboration

Tools

Gladly

Zendesk

Excel

Job description

A modern furniture company in Malaysia is seeking a Senior CX Quality Auditor Specialist to join the Customer Experience team. The role involves conducting audits to enhance service quality, developing QA scorecards, and supporting agent development. Ideal candidates should have prior experience in Quality Assurance and strong analytical skills. If you are self-motivated and enjoy collaboration, this position offers an opportunity to impact customer touchpoints and improve processes.