[ support ]
Team Lead - Quality Assurance, Support Excellence
Adyen- Location
- Chicago, IL
- Work mode
- On-site
- Type
- full time
- Listed
Applications go directly to Adyen. Ramai takes no fee for placement and no money for ranking.
[ About this role ]
Team Lead for Quality Assurance within Support Excellence at Adyen. This role focuses on defining and executing an AI-first QA vision to improve customer support quality, transitioning from manual QA to AI-led evaluation models. The lead will manage a team and partner cross-functionally to enhance key support metrics like CSAT and NPS.
Skills and focus areas
- quality assurance
- ai-led evaluation
- qa frameworks
- rubrics
- scoring methodologies
- customer satisfaction (csat)
- net promoter score (nps)
- first contact resolution (fcr)
- leadership
- cross-functional collaboration
Summary written by Ramai from the original posting. Full details and requirements are on Adyen’s careers page.
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