AI-Driven QA Lead for Support Excellence

Adyen; Chicago, Northern (IL, KY); Hybrid; USD 160,000 - 220,000; Full time

Benefits offered by this job

Equity (RSUs)

401(k)

Health insurance

Dental insurance

Vision insurance

Job summary

Adyen is seeking a Team Lead for Quality Assurance in our Chicago office. You will build an AI-first QA program, lead a small team, and partner cross-functionally to ensure quality is measured, trusted, and drives improvements across the merchant journey.

The role emphasizes transitioning to AI-led evaluation, defining QA standards, and delivering measurable outcomes such as CSAT and NPS while ensuring compliance in a regulated environment.

Qualifications

• 7+ years in Quality Assurance or Support, including 5+ years leading QA teams.
• Experience designing AI-led QA solutions with measurable customer impact.
• Deep expertise in QA methodologies, scoring, analytics, and audit readiness.

Responsibilities

• Define and own the long-term QA vision, transitioning from manual to AI-led evaluation.
• Build and evolve QA frameworks, rubrics, and scoring aligned to business goals.
• Translate QA insights into actionable strategies to improve CSAT, NPS, and FCR.
• Lead a small team of 2–3 QA Specialists and drive measurable impact.
• Design and implement AI QA strategy, including evaluation frameworks and feedback loops.
• Establish training and continuous improvement for AI evaluation models.
• Define QA coverage strategies with governance across regions and evaluators.
• Own QA tooling and vendor management strategy.

Skills

Quality Assurance

Team Leadership

AI QA

QA Frameworks

Analytics

Job description

Adyen is seeking a Team Lead for Quality Assurance in our Chicago office. You will build an AI-first QA program, lead a small team, and partner cross-functionally to ensure quality is measured, trusted, and drives improvements across the merchant journey.

The role emphasizes transitioning to AI-led evaluation, defining QA standards, and delivering measurable outcomes such as CSAT and NPS while ensuring compliance in a regulated environment.