AI Knowledge QA Lead: Elevate Conversational Quality

Tripadvisor; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Tripadvisor seeks a detail-oriented Knowledge AI QA Lead to monitor, test, and evaluate AI-driven customer experiences across Self-Service, AI-Assist, and Human-Assist transitions. This hybrid role requires 1-2 days per week in our London or Oxford office, with a strong emphasis on QA frameworks and data-driven improvements.

You will design testing criteria for AI chatbots, audit real-time conversations, and drive improvements in AI accuracy, customer satisfaction, and system compliance through

Qualifications

• 2+ years of experience in QA or process improvement within customer contact-center operations or tech support.
• Hands-on testing/auditing of AI conversational flows, chatbots, or automated workflows.
• Familiarity with Lean or Six Sigma and applying quality control methodologies.
• Strong understanding of AI behavior, intents, and NLU failure modes.
• Ability to translate customer friction into actionable feedback for engineering and product teams.
• Experience with audit reporting, data logging, and root-cause analysis.

Responsibilities

• Design and execute QA frameworks, test scripts, and evaluation criteria for AI chatbots and automated workflows.
• Continuously audit real-time AI conversations and self-service flows for misclassifications, hallucinations, and broken journeys.
• Identify root causes of AI accuracy failures and feed insights to AI Automation Leads, Product, and Engineering teams.
• Audit the handover from AI to Human-Assist to ensure context retention and CRM accuracy.
• Track QA metrics including intent accuracy, resolution precision, and compliance standards.
• Conduct pre-release UAT and regression testing for new AI prompts, KB updates, and workflow releases.
• Partner with operational teams to identify knowledge gaps and broaden AI coverage safely.

Skills

QA Experience

Process Improvement

AI Testing

NLU Awareness

Data Logging

Root-Cause Analysis

Job description

Tripadvisor seeks a detail-oriented Knowledge AI QA Lead to monitor, test, and evaluate AI-driven customer experiences across Self-Service, AI-Assist, and Human-Assist transitions. This hybrid role requires 1-2 days per week in our London or Oxford office, with a strong emphasis on QA frameworks and data-driven improvements.

You will design testing criteria for AI chatbots, audit real-time conversations, and drive improvements in AI accuracy, customer satisfaction, and system compliance through