Customer Service Quality Manager (QA Manager)

【About JD.com】

JD.com (NASDAQ: JD and HKEX: 9618), also known as JINGDONG, has evolved from a pioneering e-commerce platform into a leading technology and service provider with supply chain at its core. Renowned for its supply chain innovation and excellence, JD.com has expanded into sectors including retail, technology, logistics, healthcare, and more, aiming to transform traditional business models with cutting-edge digital solutions. Ranked 47th on the Fortune Global 500, JD.com is China’s largest retailer by revenue.

【Our International Business】

We are dedicated to building a digitally intelligent, cross-border supply chain and global retail infrastructure. Leveraging our global supply chain capabilities, JD.com continues to expand in markets where our competitive strengths shine. Currently, JD.com operates globally, with business activities in countries such as China, the U.S., U.K., Netherlands, France, Germany, Spain, Brazil, Hungary, Japan, South Korea, Australia, Thailand, Vietnam, Malaysia, Indonesia, Saudi Arabia, the UAE, and many others, reaching customers in every corner of the world.

Learn more about us: https://corporate.jd.com/

Job Description

1.Develop and enhance the customer service quality assurance (QA) framework, including service standards, evaluation criteria, and quality control mechanisms.

2.Conduct regular and systematic quality reviews of customer interactions (calls, tickets, chats), identify service gaps, analyze recurring issues, and ensure all assessments align with established quality standards.

3.Establish a closed-loop quality improvement process by linking QA results with root-cause analysis, corrective action plans, and re-audit procedures to ensure continuous performance improvement.

4.Create localized QA manuals, scoring rubrics, and workflow guidelines tailored to Saudi service scenarios, and design visual tools to support accurate and consistent quality evaluations.

5.Lead customer service quality optimization initiatives through targeted training, coaching, and SOP refinement; ensure all materials are available in Arabic and English to support the Saudi-based customer service team.

Job Requirement

1.Bachelor's degree or above.

2.Minimum 2 years of experience as a QA & Training Specialist.

3.Strong understanding of QA methodologies and customer interaction evaluation standards.

4.Ability to analyze service data, identify root causes, and propose improvement actions. 5.Experience in developing QA guidelines, SOPs, and training materials.

6.Strong communication and coaching skills, with the ability to work in a multicultural environment.