Knowledge AI QA Lead — Elevate Travel Experience

Tripadvisor; Oxford; Hybrid; GBP 90,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Remote-friendly collaboration

Flexible schedule

Tuition assistance

Donations matching

Travel perks

Health benefits

Employee assistance program

Job summary

Tripadvisor is seeking a Knowledge AI Quality Lead to oversee QA for AI-driven customer experiences, from Self-Service to Human-Assist, ensuring accuracy and scalable support. The role demands hands-on QA of AI conversations, validation testing, and close collaboration with Product and Engineering to improve performance.

The candidate will monitor, test, and refine AI prompts and workflows, aiming to boost traveler satisfaction and trust in our AI-assisted experiences.

Qualifications

• QA or QA engineering experience in customer support environments.
• Hands-on testing/auditing of AI conversational flows and automated workflows.
• Knowledge of Lean/Six Sigma in quality control and auditing.

Responsibilities

• Design and execute QA frameworks, test scripts, and criteria for AI chatbots and agent tools.
• Audit real-time AI conversations and self-service flows to identify misclassifications and hallucinations.
• Provide root-cause insights to AI Automation Leads, Product, and Engineering for training.
• Audit AI-to-Human handovers to ensure context retention and CRM accuracy.
• Track QA metrics: intent accuracy, resolution, containment, compliance.

Skills

QA Testing

AI chatbots

Process Improvement

Data analysis

Root Cause Analysis

Documentation

Job description

Tripadvisor is seeking a Knowledge AI Quality Lead to oversee QA for AI-driven customer experiences, from Self-Service to Human-Assist, ensuring accuracy and scalable support. The role demands hands-on QA of AI conversations, validation testing, and close collaboration with Product and Engineering to improve performance.

The candidate will monitor, test, and refine AI prompts and workflows, aiming to boost traveler satisfaction and trust in our AI-assisted experiences.