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 and own the long-term QA vision, with a focus on the transition from: manual QA to AI-led evaluation models
Define “what great looks like” by building and evolving QA frameworks,: rubrics, and scoring methodologies aligned to business goals and risk tolerance
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
Lead and mentor a small team of 2–3 QA Specialists, helping them drive: meaningful quality improvements and deliver clear, measurable impact across the organization
Design and implement AI QA strategy and processes, including evaluation: frameworks, feedback loops and continuous iteration on best practices and technology solutions in this rapidly evolving space
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 and track QA KPIs, ensuring a clear link between quality insights and: top-line Support performance and ensuring sustained, relentless improvements to the merchant support experience
- 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
