The opportunity
Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition.
What you'll do
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
What they're looking for
- 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
