Team Lead - Quality Assurance, Support Excellence

Chicago

This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice.

Team Lead - Quality Assurance, Support Excellence

Quality Assurance is a critical function within Support, ensuring consistent, high-quality experiences for both our customers and the Support agents who serve them. As our products and customer base grow in scale and complexity, QA plays a key role in delivering accurate, compliant support that delivers great merchant experience, while equipping agents with clear standards and actionable feedback to grow.

At the same time, advancements in AI are reshaping how quality is measured and improved, and AI will play a central part of this role and the experience we're seeking in the candidate we hire.

We are building an AI-first QA model that enhances how we evaluate interactions, generate insights, and drive iterative improvements across the customer journey. As the Team Lead for Support QA, you will define and execute this vision, directly improving key Support metrics such as CSAT and NPS and drive down escalations and re-opened cases. You will lead a small, high-impact team and partner cross-functionally to ensure quality is consistently measured, trusted, and drives meaningful improvements.

What You'll Do

Define and own the long-term QA vision, with a focus on the transition from manual QA to AI-led evaluation models

Define "what great looks like" by building and evolving QA frameworks, rubrics, and scoring methodologies aligned to business goals and risk tolerance

Translate QA insights into clear, actionable strategies that measurably improve customer outcomes such as CSAT, NPS, and FCR

Lead and mentor a small team of 2–3 QA Specialists

Design and implement AI QA strategy and processes, including evaluation frameworks, feedback loops and continuous iteration on best practices

Establish training and continuous improvement mechanisms for AI evaluation models

Define QA coverage strategies and a balanced approach to human and technology investments based on risk and business priority

Define and track QA KPIs, ensuring a clear link between quality insights and top-line Support performance

Build scalable QA processes that are defensible in a highly regulated environment, including audit readiness, controls, reporting, risk mitigation, and documentation

Establish a robust and disciplined calibration processes, governance structures, and documentation standards

Own and deliver the QA tooling and vendor management strategy

Continuously evolve QA processes to increase automation leverage, precision, and overall impact

Who You Are

7+ years of experience in Quality Assurance or Support, including 5+ years leading QA teams

Proven experience designing and implementing successful AI-led QA solutions

Deep expertise in QA methodologies, including quality frameworks, scoring systems, key analytics and measures, RCA, calibration, coaching excellence and audit readiness

Experience operating in a regulated environment, with a strong grasp of compliance, controls, and documentation requirements

A strategic thinker who can define a clear direction and make effective tradeoffs

A data-driven operator who uses metrics and insights to guide decisions and measure impact

An effective communicator who can translate complex concepts into clear, actionable direction

Total rewards & compensation

The annual base salary range for this role is $160,000 - $220,000.

In-office expectations

This role is based in our Chicago office. We're an office-first company and expect employees to work in-office at least 3 days a week on average.

Adyen is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

• 7+ years in Quality Assurance or Support, with 5+ years leading QA teams
• Proven experience designing and implementing AI-led QA solutions
• Expertise in QA methodologies and operating in regulated environments with compliance and audit readiness