Senior CX Quality Auditor Specialist

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

Job summary

A prominent furniture company in Johor Bahru is seeking a Senior CX Quality Auditor Specialist to ensure service quality and consistency. The role involves conducting audits, developing QA scorecards, and collaborating with cross-functional teams. Ideal candidates will have experience in Quality Assurance and strong analytical skills. Join a team committed to improving customer experiences and building homes with intention.

Qualifications

• Prior experience in Quality Assurance or auditing within Customer Experience.
• Strong analytical skills to identify trends and assess service quality.
• Clear communicator skilled in structured feedback.
• Self-motivated and dependable in a fast-paced setting.
• Familiar with QA frameworks and tools.

Responsibilities

• Conduct audits across customer channels to ensure service quality.
• Develop QA scorecards and performance tracking documentation.
• Identify coaching opportunities and support agent development.
• Collaborate with teams to align on quality standards.
• Analyze quality trends and report insights to leadership.

Skills

Quality Assurance experience

Analytical skills

Clear communication

Self-motivated

Familiarity with QA frameworks

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.