# Team Lead - Quality Assurance, Support Excellence

**Company**: Adyen
**Location**: Chicago
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $160,000 - $220,000
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/adyen/jobs/8126909?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_17ac4152-6db

## Description

At Adyen, we engineer for ambition. Our teams create an environment with opportunities for people to succeed, backed by a culture and support to ensure they own their careers. As a Team Lead - Quality Assurance, Support Excellence, you'll be part of our global Support Excellence organization, architecting and executing an AI-first QA migration strategy from scratch.

**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.

- 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.

**Who You Are**

- 7+ years of experience in Customer Support Quality Assurance, with 5+ years in direct team management and strategic leadership roles.

- Proven track record of building and executing AI QA migrations from scratch, with deep technical and operational expertise in AI evaluation tooling.

- Deep domain expertise in Quality Assurance for Customer Support, including quality frameworks, scoring systems, key analytics and measures, RCA, calibration, coaching excellence, and audit readiness.

**Total Rewards & Compensation** The annual base salary range for this role is $160,000 - $220,000. Compensation is based on factors including qualifications, experience, and location. Total compensation package includes equity (RSUs), 401(k), health, dental, vision, and more.

## Skills

### Required
- AI evaluation tooling
- Quality Assurance
- Customer Support
- team management
- strategic leadership

---

Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/adyen/jobs/8126909?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)