About the company
Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft.
Responsibilities
- Define, own, and execute the global Customer Support QA strategy and vision, leading the migration from manual evaluation to an AI-first evaluation paradigm
- Establish evaluation rubrics and scoring frameworks centered on accuracy, empathy, tone, and issue resolution
- Translate QA insights into strategies that improve CSAT, NPS, and FCR
- Directly manage, mentor, and empower a team of 2 QA Program Managers in Chicago
- Architect, deploy, and validate AI-driven QA initiatives with Engineering, Data, and third-party partners
- Establish training and continuous improvement mechanisms for AI evaluation models
- Define QA coverage strategies balancing human and technology investments
- Define, track, and report on global QA success metrics
- Build scalable QA processes defensible in a regulated environment
- Establish calibration processes, governance structures, and documentation standards
- Own QA tooling and vendor management strategy
Requirements
- 7+ years of experience in Customer Support Quality Assurance, with 5+ years in direct team management and strategic leadership
- Proven track record of building and executing AI QA migrations from scratch
- Deep domain expertise in QA for Customer Support: quality frameworks, scoring systems, RCA, calibration, coaching, audit readiness
- Experience in a regulated environment with compliance, controls, and documentation requirements
- Data-driven operator using metrics and insights
- Strong stakeholder management capabilities
Conditions
- Annual base salary range: $160,000 - $220,000
- Total compensation includes equity (RSUs), 401(k), health, dental, vision
- Office-first company, in-office at least 3 days a week