Team Lead - Quality Assurance, Support Excellence

Adyen
Chicago
Workplace: OnsiteFull timeUSD 160,000 - 220,000 annuallyFunction: QA, Test & Release EngineeringSkills: ["Strategic thinking","Data-driven decision-making","Communication","Mentorship","Cross-functional collaboration"]

Lead Support QA to improve customer and agent quality at scale, transitioning from manual evaluation to an AI-first QA model. Define QA vision, frameworks, rubrics, scoring, and calibration processes, and translate QA insights into measurable improvements across CSAT, NPS, FCR, escalations, and re-opened cases. Manage and mentor a small QA team, establish training and continuous improvement loops, and ensure audit-ready, compliant QA coverage in a regulated environment.

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Adyen
Adyen
2 days ago

Team Lead - Quality Assurance, Support Excellence

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Last checked: 8 hours agoStatus: Live

Job Summary

Lead Support QA to improve customer and agent quality at scale, transitioning from manual evaluation to an AI-first QA model. Define QA vision, frameworks, rubrics, scoring, and calibration processes, and translate QA insights into measurable improvements across CSAT, NPS, FCR, escalations, and re-opened cases. Manage and mentor a small QA team, establish training and continuous improvement loops, and ensure audit-ready, compliant QA coverage in a regulated environment.
Location: Chicago
Workplace: Onsite
Employment Type: Full time
Job Function: QA, Test & Release Engineering
Seniority: Manager level

Key Responsibilities

  • •Define and own the long-term Support QA vision, transitioning from manual QA to AI-led evaluation models.
  • •Build and evolve QA frameworks, rubrics, scoring methodologies, and calibration/governance processes aligned to business goals and risk tolerance.
  • •Translate QA insights into actionable strategies that improve CSAT, NPS, and FCR while reducing escalations and re-opened cases.
  • •Lead and mentor a small team of 2–3 QA Specialists, driving measurable quality improvements across the organization.
  • •Design and implement AI QA strategy and processes (evaluation frameworks, feedback loops, continuous iteration) and establish QA KPI tracking, audit readiness, and documentation.

Pay and Benefits

Salary: USD 160,000 - 220,000 annually
Equity and Bonus:Equity
Perks:Equity401kHealth InsuranceDentalVision

Key Requirements

  • •7+ years of experience in Quality Assurance or Support, including 5+ years leading QA teams.
  • •Proven experience designing and implementing AI-led QA solutions with demonstrated positive impact on customer experience.
  • •Deep expertise in QA methodologies such as quality frameworks, scoring systems, RCA, calibration, coaching, and audit readiness.
  • •Experience operating in a regulated environment with strong compliance, controls, and documentation knowledge.
  • •Ability to define strategy and make tradeoffs in a resource-constrained environment while delivering quick wins and high-impact improvements.
Skills:Strategic thinkingData-driven decision-makingCommunicationMentorshipCross-functional collaboration
Languages:English
Tech Stack:AIAI-led evaluation models

Eligibility

Visa:H1B
Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Adyen
Global payments company providing a unified platform for accepting payments, risk management, and financial services to merchants and enterprises across online, mobile, and in-store channels.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Amsterdam, Netherlands
Founded: 2006
WebsiteLinkedIn