Adyen
Team Lead - Quality Assurance, Support Excellence
Chicago · Senior
No sponsorship$160k-$220kDetected 29 days ago
Vendor ManagementRecruitingCollaborationMentoring
Stay score
odds of building a lasting career here
59Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds (Level IV)94
Fits your clock70
Sponsors, but it's cap-subject — you still face the weighted lottery (~61% per draw at Level IV). Good if you win; have a cap-exempt backup on your list.
Lottery odds assume a STEM candidate.
Personalize to your clock →H-1B wage level
the lottery is wage-weighted — each level is one more entry
Level I$73,6531 entry
Level II$93,6002 entries
Level III$113,5263 entries
Level IV$133,4744 entries
This range already reaches Level IV — the maximum four lottery entries.
DOL prevailing wage, 2026-27 wage year · Project Management Specialists (13-1082) · Chicago-Naperville-Elgin, IL-IN. Wage level is derived by USCIS from the offered wage, occupation and worksite; the occupation shown is inferred from the job title.
Community outcomes
No reports yet — be the first to help the next applicant.
About the role
- At Adyen, everything we do is engineered for ambition.
- In-office expectations This role is based in our Chicago office.
- We're an office-first company and expect employees to work in-office at least 3 days a week on average.
Responsibilities
- 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
- 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
- Own and deliver the QA tooling and vendor management strategy
- For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers.
- Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.
- Team Lead - Quality Assurance, Support Excellence
Requirements
- 7+ years of experience in Quality Assurance or Support, including 5+ years leading QA teams
- Proven experience designing and implementing successful AI-led QA solutions with demonstrable positive impact on the customer experience
- Deep expertise in QA methodologies, including quality frameworks, scoring systems, key analytics and measures, RCA, calibration, coaching excellence and audit readiness
- Experience operating in a regulated environment, with a strong grasp of compliance, controls, and documentation requirements
- No matter who you are or where you're from, you're welcome to be your true self at Adyen.
Compensation
- Total compensation package includes equity (RSUs), 401(k), health, dental, vision, and more.
Benefits
- Define and own the long-term QA vision, with a focus on the transition from manual QA to AI-led evaluation models
- 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
- As the Team Lead for Support QA, you will define and execute this vision, directly improving key Support metrics such as CSAT and NPS and drive down escalations and re-opened cases.
- This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while also supporting flexibility.
- Diversity, Equity, and Inclusion at Adyen
Company info
- This is Adyen 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.
- We are motivated individuals who tackle unique technical challenges at scale and solve them as a team.
- At the same time, advancements in AI are reshaping how quality is measured and improved, and AI will play a central part of this role and the experience we're seeking in the candidate we hire.
- 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.
- Quality Assurance is a critical function within Support, ensuring consistent, high-quality experiences for both our customers and the Support agents who serve them.
- We are building an AI-first QA model that enhances how we evaluate interactions, generate insights, and drive iterative improvements across the customer journey.
Visa & Work Authorization
- You must be work authorized in the United States without the need for new visa sponsorship.
- The company can support visa transfers but will not sponsor individuals for H-1B CAP applications.
This listing is sourced directly from Adyen's careers page and normalized into a canonical job model.