AI Agents QA Analyst (Hybrid, Manila)

Travelport; Makati; On-site; PHP 400,000 - 650,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Travelport is seeking a Quality Assurance Analyst – AI Agents in Manila to ensure AI-driven customer support meets standards. You will review AI agent conversations, assess accuracy and tone, and collaborate with QA, UX, and platform teams to improve content and processes.

The role focuses on alignment with live support processes, knowledge, and security/compliance requirements, while maintaining customer empathy and high quality interactions.

Qualifications

• Bachelor’s degree (or near completion) in IT, Business, Communications, or related field.
• Strong interest in customer support quality, AI, and digital experiences.
• Understanding of customer service processes and quality standards.
• Excellent written English with strong wording, tone, and clarity.
• Analytical mindset with ability to assess conversations critically.

Responsibilities

• Review AI agent conversations using live-agent QA standards.
• Evaluate accuracy, completeness, and relevance of AI responses.
• Ensure AI behavior aligns with support processes and playbooks.
• Assess tone of voice, language quality, and customer empathy.
• Identify knowledge gaps surfaced through AI interactions.
• Flag outdated or unclear documentation impacting AI quality.
• Collaborate with QA and knowledge teams to improve content readiness.
• Validate AI responses against security, privacy, and compliance standards.
• Escalate risks or compliance concerns when identified.
• Support adaptation of QA frameworks for AI-driven support.

Skills

Conversation & quality assessment

Customer-centric evaluation

Knowledge & documentation analysis

Tone of voice consistency

Risk & compliance awareness

Clear cross-team communication

Education

Bachelor’s degree (or near completion) in IT, Business, Communications

Tools

ServiceNow CSM

Virtual Agent

Chatbot environments

Job description

Travelport is seeking a Quality Assurance Analyst – AI Agents in Manila to ensure AI-driven customer support meets standards. You will review AI agent conversations, assess accuracy and tone, and collaborate with QA, UX, and platform teams to improve content and processes.

The role focuses on alignment with live support processes, knowledge, and security/compliance requirements, while maintaining customer empathy and high quality interactions.