About this role
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. At Adyen, everything we do is engineered for ambition.
For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.
Team Lead - Quality Assurance, Support Excellence
Quality Assurance is a vital leadership function within Customer Support, defining the operational standards for accurate, empathetic, and compliant merchant interactions. As our global footprint expands, Customer Support QA drives consistent quality across teams while establishing the strategy, vision, and operational frameworks necessary to elevate agent performance and merchant trust. Strategic AI integration is key to this transformation, moving QA from reactive audits to a continuous, AI-first model that scales across all support interactions.
As the QA Team Lead for Customer Support, you will be part of our global Support Excellence organization, architect and execute an AI-first QA migration strategy from scratch, building evaluation models that directly improve core support metrics like CSAT, NPS, FCR, and TTR. This strategic leadership role directly manages a dedicated team of 2 QA Program Managers in Chicago, setting quality vision, defining success metrics, and embedding core evaluation dimensions, such as response accuracy, tone, empathy, issue resolution, and documentation into daily Support Operations.
What You’ll Do
• Define, own, and execute the global Customer Support QA strategy and vision, leading the end-to-end migration from manual evaluation methods to an AI-first evaluation paradigm
• Establish Customer Support evaluation rubrics and scoring frameworks centered on accuracy, empathy, tone, clear, professional, context-appropriate communication, and issue resolution
• Translate QA insights into clear, actionable strategies that measurably improve customer outcomes such as CSAT, NPS, and FCR and help define, shape and deliver what great support looks like
• Directly manage, mentor, and empower a team of 2 QA Program Managers based in Chicago, setting goals, guiding program execution, and fostering career development
• Architect, deploy, and validate AI-driven QA initiatives, collaborating cross-functionally with Engineering, Data, and third-party partners on automated evaluation pipelines and performance monitoring
• Establish training and continuous improvement mechanisms for AI evaluation models to ensure accuracy and reliability over time
• Define QA coverage strategies and a balanced approach to human and technology investme