Senior CX Quality Auditor Specialist

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 :

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.

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