Knowledge AI QA Lead — Hybrid

Tripadvisor; Oxford; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Donations matching

Tuition assistance

Travel perks

Health benefits

Remote-friendly collaboration

Job summary

Tripadvisor is seeking a Knowledge AI QA Lead to oversee quality of AI-driven customer experiences, from Self-Service and AI-Assist to Human-Assist transitions. The role blends hands-on QA with process validation to improve AI accuracy and customer outcomes.

The position is hybrid, requiring 1–2 days per week in our London or Oxford offices. Ideal candidates have 2+ years in QA/Process Improvement within customer contact-center or tech support environments and a strong lubrication between

Qualifications

• QA or Process Improvement specialist with 2+ years in customer contact-center operations or tech support.
• Hands-on testing/auditing of AI conversational flows or automated tooling.
• Familiarity with Lean/Six Sigma applied to quality control.
• Understanding of AI behavior, intents, and NLU failure modes.
• Ability to translate operational friction into technical feedback for engineering/product teams.

Responsibilities

• Design and execute QA frameworks, test scripts, and evaluation criteria for AI chatbots, automated workflows, and copilot tools.
• Continuously audit real-time AI conversations and self-service flows for misclassifications and accuracy.
• Provide root-cause insights to AI Automation Leads, Product, and Engineering for sprint training and tuning.
• Audit AI-to-Human handovers to ensure context retention and CRM accuracy.
• Track QA metrics like intent recognition, resolution precision, and compliance standards.
• Conduct pre-release UAT and regression testing for AI prompts, KB updates, and workflows.
• Partner with operations to identify knowledge gaps and broaden AI coverage safely.

Skills

QA for AI chatbots

Process validation

Lean Six Sigma

Data logging & audit reporting

Analytical mindset

Job description

Tripadvisor is seeking a Knowledge AI QA Lead to oversee quality of AI-driven customer experiences, from Self-Service and AI-Assist to Human-Assist transitions. The role blends hands-on QA with process validation to improve AI accuracy and customer outcomes.

The position is hybrid, requiring 1–2 days per week in our London or Oxford offices. Ideal candidates have 2+ years in QA/Process Improvement within customer contact-center or tech support environments and a strong lubrication between