Senior CX Quality Auditor — Elevate Customer Experience

Castlery; Johor Bahru; On-site; MYR 60,000 - 80,000; Full time

Job summary

A furniture design company is seeking a Senior CX Quality Auditor Specialist to join their Customer Experience team. The role focuses on ensuring service quality and adherence to standards across customer channels. Responsibilities include conducting audits, developing scorecards, providing feedback, and collaborating with teams. Ideal candidates will have experience in Quality Assurance, strong analytical skills, and familiarity with QA tools like Gladly and Zendesk. Join us to enhance customer experiences with our intentional design approach.

Qualifications

• Prior experience in Quality Assurance or auditing within Customer Experience.
• Strong analytical skills able to identify trends in service quality.
• Clear and confident communicator capable of delivering constructive feedback.
• Self‑motivated and dependable for tasks in a fast‑paced setting.
• Familiar with QA frameworks and tools with a collaborative mindset.

Responsibilities

• Conduct audits to ensure service quality and brand consistency.
• Develop and maintain QA scorecards and performance documentation.
• Identify coaching opportunities and support agent development.
• Collaborate to align on quality standards and drive improvements.
• Analyze quality trends and report insights to leadership.

Skills

Quality Assurance

Analytical skills

Clear communication

Self-motivation

Process improvement mindset

Tools

Gladly

Zendesk

Excel

Job description

A furniture design company is seeking a Senior CX Quality Auditor Specialist to join their Customer Experience team. The role focuses on ensuring service quality and adherence to standards across customer channels. Responsibilities include conducting audits, developing scorecards, providing feedback, and collaborating with teams. Ideal candidates will have experience in Quality Assurance, strong analytical skills, and familiarity with QA tools like Gladly and Zendesk. Join us to enhance customer experiences with our intentional design approach.