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Salary: USD 160,000 - 220,000 / annual
Adyen is a global fintech platform providing payments, data, and financial products for enterprise customers including Meta, Uber, H&M, and Microsoft. This Team Lead role owns the Quality Assurance function within the Support organization, with a strategic focus on transitioning from manual QA to AI-led evaluation models.
You will define and execute the long-term QA vision, building frameworks, rubrics, and scoring methodologies aligned to business goals and regulatory requirements. Key responsibilities include leading a team of 2–3 QA Specialists, designing and implementing AI-powered QA strategies, and translating quality insights into actionable improvements for customer satisfaction (CSAT, NPS) and support efficiency (FCR, escalations, re-opened cases).
You'll establish training mechanisms for AI evaluation models, define QA coverage strategies balancing human and technology investments, and build scalable, audit-ready processes for a regulated environment. This includes governance structures, calibration processes, documentation standards, and vendor management. You'll own QA KPI definition and tracking, ensuring clear linkage between quality insights and top-line support performance.
The role requires strategic thinking to define direction and make resource tradeoffs, plus tactical execution for quick wins. You'll communicate complex concepts clearly to cross-functional partners and drive transformation in the support environment. Experience in regulated industries and demonstrable success implementing AI-led QA solutions is essential.
