Adyen
Team Lead - Quality Assurance, Support Excellence
$160K–$220K
Chicago · Full-time · Posted Aug 31, 2026
- Experience
- 7+ years in Customer Support Quality Assurance; 5+ years in direct team management and strategic leadership.
- Visa sponsorship
- Must be work authorized in the United States without needing new visa sponsorship. The company can support visa transfers but will not sponsor individuals for H-1B CAP applications.
About the job
Leads Customer Support Quality Assurance strategy and an AI-first migration, building scalable evaluation frameworks and managing a team of QA Program Managers.
What you'll do
- Set global QA strategy, evaluation rubrics, metrics, governance, and audit-ready processes.
- Lead AI-driven QA initiatives and collaborate with Engineering, Data, and vendors on automated evaluation and monitoring.
- Manage, mentor, and develop two QA Program Managers; use QA insights to improve customer outcomes and support operations.
What they ask for
- 7+ years of Customer Support Quality Assurance experience, including 5+ years in direct team management and strategic leadership.
- Track record building and executing AI QA migrations from scratch, with technical and operational expertise in AI evaluation tooling.
- Expertise in Customer Support QA frameworks, scoring, analytics, root cause analysis, calibration, coaching, and audit readiness.
- Experience in regulated environments and strong understanding of compliance, controls, and documentation requirements.
Pay
$160,000 - $220,000 USD annual base salary
AI focus
Architect and execute an AI-first QA migration, deploy and validate AI-driven evaluation initiatives, and establish ongoing model training and performance monitoring.
Model-written summary · the original posting is authoritative