Senior CX Quality Auditor Specialist

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

We're rethinking homes for how people really live, and we're looking for a Senior CX Quality Auditor Specialist to join our Customer Experience team to help shape the future of living—one thoughtful detail at a time.

Operations at Castlery makes it all work — streamlining processes and elevating every customer touchpoint.

What you’ll be doing:

• Conduct audits across all customer channels to ensure service quality, policy adherence, and brand consistency.
• Develop and maintain QA scorecards, audit guidelines, and performance tracking documentation.
• Identify coaching opportunities, deliver actionable feedback, and support agent development.
• Collaborate with cross-functional teams (e.g., Training, Operations) to align on quality standards and drive improvements.
• Analyze quality trends, report insights to leadership, and contribute to the ongoing refinement of QA processes and tools.

What you need to succeed:

• 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 with fairness and consistency.
• Clear and confident communicator, skilled in delivering structured, constructive feedback.
• Self‑motivated and dependable, able to work independently and manage tasks in a fast‑paced setting.
• Familiar with QA frameworks and tools (e.g., Gladly, Zendesk, Excel), with a collaborative mindset and interest in process improvement.

Built for Real Life, Designed for What’s Next

At Castlery, we've spent over a decade building a brand people love by designing furniture for real life — durable, beautiful, and made to keep up with change.

Now, we're focused on what's next: scaling with care, crafting better experiences, and growing a team that's as intentional as our design philosophy.

If you believe that good homes create good lives, come build with us.