Team Lead - Quality Assurance, Support Excellence

Adyen•Chicago, IL

13h•$160,000 - $220,000•Hybrid

About The Position

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.

Requirements

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 with demonstrable positive impact on the customer experience
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 in a resource-constrained environment and also operate tactically to deliver quick wins and address high-impact, low-effort opportunities
A data-driven operator who uses metrics and insights to guide decisions and measure impact and can take a holistic view of quality that’s tailored for the complexity and high bar of our customer needs
An effective communicator who can translate complex concepts into clear, actionable direction and effectively lead and land transformation in a Support environment

Responsibilities

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 and help define, shape and deliver what great support looks like
Lead and mentor a small team of 2–3 QA Specialists, helping them drive meaningful quality improvements and deliver clear, measurable impact across the organization
Design and implement AI QA strategy and processes, including evaluation frameworks, feedback loops and continuous iteration on best practices and technology solutions in this rapidly evolving space
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 investments based on risk and business priority and ensure QA frameworks meet evolving regulatory requirements
Define and track QA KPIs, ensuring a clear link between quality insights and top-line Support performance and ensuring sustained, relentless improvements to the merchant support experience
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 to ensure consistency across teams, regions, and evaluators
Own and deliver the QA tooling and vendor management strategy
Continuously evolve QA processes to increase automation leverage, precision, and overall impact