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 and help define, shape and deliver what great support looks like

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 on automated evaluation pipelines and performance monitoring

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, track, and report on global Customer Support QA success metrics, directly tying quality scores to operational metrics like CSAT, NPS, reopen rates, and First Contact Resolution

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

Team Lead - Quality Assurance, Support Excellence

Responsibilities

Qualification

Required

Benefits

Company

Adyen

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