AI Quality Lead: Master Conversational QA

Candidate; Greater London, Oxford; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Remote-friendly

On-site London/Oxford

Tuition assistance

Travel perks

Health benefits

Generous referral scheme

Job summary

Tripadvisor is seeking a Knowledge AI Quality Lead to design and run QA for AI-driven customer experiences. You will monitor conversations, validate prompts, and ensure accurate, scalable self-service and human-assisted flows in a hybrid London/Oxford office model.

You will collaborate with AI Automation, Product, and Engineering to identify root causes, implement improvements, and measure accuracy and compliance across journeys, with a focus on traveler experience.

Qualifications

• 2+ years in customer contact-center operations or tech support.
• Hands-on testing or auditing AI conversational flows.
• Familiarity with Lean / Six Sigma for quality control.
• Strong understanding of AI behavior and NLU failure modes.
• Translate operational friction into actionable technical feedback for teams.
• Experience in data logging, audit reporting, and root-cause analysis.
• Customer-obsessed mindset with attention to detail.

Responsibilities

• Design and implement QA frameworks for AI chatbots and automated workflows.
• Audit real-time AI conversations and self-service flows for accuracy and defect identification.
• Provide root-cause analysis and feed insights to AI, Product and Engineering teams.
• Audit handover from AI to Human-Assist ensuring context retention and CRM accuracy.
• Track QA metrics including intent recognition accuracy and resolution quality.
• Perform pre-release UAT and regression testing for AI prompts and KB updates.
• Identify recurring knowledge gaps and expand AI coverage safely.

Skills

QA experience

Process improvement

AI QA

Data analysis

Communication

NLU understanding

Job description

Tripadvisor is seeking a Knowledge AI Quality Lead to design and run QA for AI-driven customer experiences. You will monitor conversations, validate prompts, and ensure accurate, scalable self-service and human-assisted flows in a hybrid London/Oxford office model.

You will collaborate with AI Automation, Product, and Engineering to identify root causes, implement improvements, and measure accuracy and compliance across journeys, with a focus on traveler experience.