AI Quality Lead: Elevate Conversational Accuracy (Hybrid)

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

Benefits offered by this job

Base salary + annual bonuses

Remote-friendly & hybrid work

Flexible schedule

Donation matching

Tuition assistance

Lifestyle benefit

Travel discounts

Employee assistance program

Health benefits

Referral awards

Job summary

Tripadvisor is seeking a detail-oriented AI QA Lead to monitor, test, and validate AI-driven customer experiences across self-service and human-assisted flows. The role focuses on end-to-end quality of AI-powered support, ensuring accuracy, compliance, and scalable performance in a hybrid London-based setup.

You will design QA frameworks for chatbots, audit real-time conversations, and provide actionable feedback to engineering and product teams.

Qualifications

• Must have 2+ years in QA or process improvement in customer contact-center or tech support environments.
• Hands-on testing/audit experience for AI conversational flows, chatbots, or automated tools.
• Familiar with Lean/Six Sigma and quality control methodologies.
• Strong understanding of AI behavior, intents, and NLU failures.
• Ability to translate customer friction into actionable engineering feedback.

Responsibilities

• Design and execute QA frameworks, test scripts, and evaluation criteria for AI chatbots and agent copilot tools.
• Audit AI conversations, self-service flows, and agent handoffs to ensure context retention and CRM accuracy.
• Identify root causes of AI accuracy failures and feed insights to AI Automation Leads and Engineering teams.
• Track QA metrics including intent recognition accuracy and resolution quality.
• Collaborate with operations to expand AI coverage while controlling risk.

Skills

QA for AI

AI chatbot testing

Process improvement

NLU awareness

Root-cause analysis

Data logging & reporting

Cross-functional collaboration

Job description

Tripadvisor is seeking a detail-oriented AI QA Lead to monitor, test, and validate AI-driven customer experiences across self-service and human-assisted flows. The role focuses on end-to-end quality of AI-powered support, ensuring accuracy, compliance, and scalable performance in a hybrid London-based setup.

You will design QA frameworks for chatbots, audit real-time conversations, and provide actionable feedback to engineering and product teams.