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.