AI QA Lead — Travel Chatbot Quality & Optimization

TripAdvisor LLC; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Health benefits

Tuition assistance

Flexible schedule

Travel perks

Job summary

TripAdvisor LLC in London is seeking an AI QA Lead to oversee QA for AI-driven customer experiences across Self-Service, AI-Assist, and Human-Assist transitions. The role emphasizes end-to-end quality, accuracy, and scalable support, bridging customer feedback with technical tuning.

The ideal candidate has 2+ years in QA or process improvement within customer contact centers or tech support, with hands-on testing of AI conversational flows and familiarity with Lean/Six Sigma.

Qualifications

• QA or Process Improvement experience in contact-center operations or tech support.
• Hands-on testing/auditing AI conversational flows and automated workflows.
• Familiarity with Lean and Six Sigma applied to quality control.
• Strong understanding of AI behavior and NLU failure modes.
• Ability to translate operational friction into actionable engineering feedback.

Responsibilities

• Design and execute QA frameworks, test scripts, and evaluation criteria for AI chatbots, automated workflows, and copilot tools.
• Audit real-time AI conversations and self-service flows to identify misclassifications, hallucinations, and broken journeys.
• Provide root-cause analysis and feed insights to AI Automation Leads, Product, and Engineering for sprint training.
• Audit AI-to-Human-Assist handovers to ensure context retention and CRM accuracy.
• Track QA metrics like intent recognition accuracy, resolution precision, and compliance.

Skills

Communication

Analytical mindset

Data-driven

Travel industry experience

QA testing

Job description

TripAdvisor LLC in London is seeking an AI QA Lead to oversee QA for AI-driven customer experiences across Self-Service, AI-Assist, and Human-Assist transitions. The role emphasizes end-to-end quality, accuracy, and scalable support, bridging customer feedback with technical tuning.

The ideal candidate has 2+ years in QA or process improvement within customer contact centers or tech support, with hands-on testing of AI conversational flows and familiarity with Lean/Six Sigma.