AI Quality Lead: Travel Experience QA

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

Benefits offered by this job

Remote-friendly collaboration

Flexible schedule

Tuition assistance

Travel discounts

Employee assistance program

Health benefits

Referral rewards

Job summary

Tripadvisor is seeking an AI QA Lead to monitor, test, and evaluate AI-driven customer experiences across self-service, AI-Assist, and Human-Assist flows. You will design QA frameworks, track accuracy metrics, and collaborate with Engineering and Product to improve response quality and system compliance.

The role is hybrid with 1–2 days per week in our London office, focusing on end-to-end quality of AI interactions and customer journeys within a travel platform.

Qualifications

• QA or Process Improvement specialist with 2+ years of experience in customer contact-center operations or tech support environments.
• Hands-on experience in testing or auditing AI conversational flows, chatbots, virtual assistants, or automated workflow tooling.
• Familiarity with process improvement methodologies (e.g., Lean, Six Sigma) applied to quality control and operational auditing.
• Strong understanding of AI behavior, intent structures, and natural language understanding (NLU) failure modes.
• Proven ability to translate operational customer friction into technical feedback for engineering and product teams.
• Demonstrated experience in data logging, audit reporting, and root‑cause defect analysis.
• Customer‑obsessed mindset with meticulous attention to detail and standard‑setting for response quality.

Responsibilities

• Design and implement QA frameworks, test scripts, and evaluation criteria for AI chatbots, automated workflows, and agent copilot tools.
• Continuously audit real-time AI conversations and self-service flows to identify intent misclassifications, hallucinations, or broken customer journeys.
• Identify root causes of AI accuracy failures and provide actionable insights to AI Automation Leads, Product, and Engineering teams.
• Audit the handover from AI to Human-Assist to ensure context retention and CRM integration accuracy.
• Track and report key QA metrics: intent recognition accuracy, resolution precision, containment effectiveness, and compliance.
• Conduct pre-release UAT and regression testing for new AI prompts, KB updates, and workflow releases.
• Partner with operations to identify knowledge base gaps and broaden AI coverage safely.

Skills

Communication

Analytical Mindset

Data Driven

Industry

Job description

Tripadvisor is seeking an AI QA Lead to monitor, test, and evaluate AI-driven customer experiences across self-service, AI-Assist, and Human-Assist flows. You will design QA frameworks, track accuracy metrics, and collaborate with Engineering and Product to improve response quality and system compliance.

The role is hybrid with 1–2 days per week in our London office, focusing on end-to-end quality of AI interactions and customer journeys within a travel platform.