AI QA Lead — Elevate Chatbot Quality & CX

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

Benefits offered by this job

Competitive compensation packages

Remote-friendly collaboration

Flexible schedule

Tuition assistance

Annual travel & lifestyle benefit

Employee assistance program

Health benefits

Generous referral scheme

Job summary

Tripadvisor Group seeks an AI QA Lead to design and execute QA frameworks for AI-driven customer experiences. You will monitor AI conversations, audit self-service flows, and provide insights to Engineering and Product teams to improve accuracy and user satisfaction.

The role combines hands-on testing with process validation across AI prompts, KB updates, and workflow releases. The ideal candidate has 2+ years in QA or process improvement within customer contact centers or tech support, with a

Qualifications

• Clear written and verbal reporting skills to articulate quality defects to technical and non-technical stakeholders.
• Strong pattern recognition and attention to detail in data and conversational logs.
• Ability to use call/chat logs and metrics to validate performance and improvements.
• Experience in a travel industry context is preferred.

Responsibilities

• Design and execute QA frameworks, test scripts, and evaluation criteria for AI chatbots and automated workflows.
• Audit real-time AI conversations and self-service flows to identify misclassifications and inaccuracies.
• Provide root-cause analysis and actionable feedback to AI Automation, Product, and Engineering teams.
• Audit AI-to-Human-Assist handovers to ensure context retention and CRM accuracy.
• Track QA metrics such as intent recognition accuracy and resolution quality.

Skills

Communication

Analytical Mindset

Data Driven

Travel Industry Experience

Job description

Tripadvisor Group seeks an AI QA Lead to design and execute QA frameworks for AI-driven customer experiences. You will monitor AI conversations, audit self-service flows, and provide insights to Engineering and Product teams to improve accuracy and user satisfaction.

The role combines hands-on testing with process validation across AI prompts, KB updates, and workflow releases. The ideal candidate has 2+ years in QA or process improvement within customer contact centers or tech support, with a