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. At Adyen, everything we do is engineered for ambition.
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. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.
The Role
Adyen is moving fast, and our Merchant Operations (MOps) team is the engine ensuring we grow responsibly. We’ve recently centralized our Quality Assurance function into the MOps Excellence domain, transforming it from a standard checkpoint into a strategic partner that drives quality and efficiency across the globe. Role is based in EMEA.
As our operations continue to scale globally, there is a key opportunity to streamline knowledge, standard operating procedures, and quality benchmarks across teams — elevating our QA standards to better support operational excellence. This is a senior specialist role with a specialization in knowledge and training: you own the global QA benchmark, build the single source of truth behind it, get analysts to standard through onboarding and continuous training, and design smarter, scalable ways to assess whether work is done correctly. The standards, documentation, and training you build become the operating baseline for a ~400-person global risk and compliance organisation — this is a rare chance to shape how an entire function works
What You Will Do
- Knowledge Management — maintaining a single source of truth: Build and maintain a trusted, up-to-date, searchable space where first-line teams reliably find current SOPs, procedures, and guidance. Lead the consolidation of fragmented documentation into one coherent structure.
- SOP Governance & Change Communication: Run and initiate a clear governance process and communication cadence for SOP and procedure changes — versioned, approved, published, and actively communicated, so updates land with the teams rather than getting lost.
- Training, Onboarding & L&D: Design a framework for delivery of onboarding and continuous training for analysts — covering core risk assessment,operational efficiency , and proactive customer communication— and identifying the gaps in the existing training frameworks. Partner with QA and other MOps Excellence project managers, and Operational Academies to coach analysts, using gaps identified to target training and prevent recurring errors.
- Guideline Creation & Transparency: Uplift and maintain clear QA guidelines so that quality benchmarks are transparent, easily accessible, and strictly aligned with our global compliance procedures.
- Framework Development: Design and refine end-to-end QA frameworks that don’t just find errors, but actively facilitate the efficiency and accuracy of our operations — developing smart, scalable ways to assess whether work is done to standard.
- Cross-Functional Collaboration: Partner closely with First line, Compliance, Project Managers (Excellence team), and Product to drive continuous improvement and foster a global culture of shared quality and accountability.
Who You Are
- You bring 5+ years of experience in CDD/KYC compliance control oversight, governance and/or QA roles — senior enough to set standards that others follow.
- You can translate complex risk concepts into practical guidance, teach analysts how to think through cases rather than follow a checklist, and provide actionable feedback that strengthens their judgement and written assessments.
- You have hands-on experience or strong aptitude in knowledge management, training/L&D, or building QA and SOP frameworks. You like turning messy, tribal knowledge into clean, usable systems.
- You have a deep-seated understanding of CDD frameworks and the regulatory nuances governing merchant onboarding and the wider customer lifecycle.
- You possess exceptional English communication skills and are an expert at tailoring your message to different audiences, delivering feedback that is both actionable and professional. You are a strong writer who can turn complex, changing procedures into clear documentation and training.
- You possess strong data analysis skills and the ability to synthesize complex information — comfortable diving into data to spot trends, identify root causes, and turn raw findings into strategic recommendations.
- You have a track record of working successfully cross-functionally with diverse stakeholders to drive initiatives and process improvements to completion.
- You don’t just “check” work — you own the outcome. You see Quality Assurance as a strategic business enabler that lets Adyen scale safely without sacrificing speed, and you build reusable systems rather than one-off fixes (“Build for Scale”).
- You have an “automation-first” mindset, naturally spotting manual bottlenecks, utilizing AI effectively, and challenging existing processes to find a better way.
- You can independently assess complex customer profiles, identify material risks, determine appropriate due diligence and mitigants, and reach clear, risk-based conclusions aligned with the risk appetite and compliance framework.
- You can distinguish between documenting facts and producing a clear, well-reasoned assessment that connects risk indicators, due diligence, mitigants, and the overall decision.
- You can evaluate whether a risk assessment is complete, well-reasoned, and appropriately risk-based, identifying gaps in both analysis and judgement.
Our Diversity, Equity and Inclusion commitments
Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at Adyen.
Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!
What’s next?
Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility.
This role is based out of our Amsterdam office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles, our hybrid work setup is 3 days a week in office.
