Knowledge AI Quality Lead

Knowledge AI Quality Lead | Tripadvisor 

About Tripadvisor 

The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork.

Who are we looking for?
We are seeking a detail-oriented Knowledge AI QA Lead to monitor, test, and evaluate our AI-driven customer experiences to ensure effortless, accurate, and scalable support for all our customers. This role focuses on the end-to-end quality of the customer support journey - from Self-Service and AI-Assist through to Human-Assist transitions. Ideal for a hands-on quality specialist with strong process validation experience, this role bridges customer feedback with technical tuning to continuously improve response accuracy, system compliance, and overall resolution quality.

Job Location: Hybrid

This role is a hybrid position that requires 1-2 days per week in our London or Oxford office.

What You’ll Do

• Quality Framework & Testing: Design and execute QA frameworks, test scripts, and evaluation criteria specifically for AI chatbots, automated workflows, and agent copilot tools.

• Performance Monitoring: Continuously audit and analyze real-time AI conversations and self-service flows to identify intent misclassifications, hallucinations, inaccurate answers, or broken customer journeys.

• Closed-Loop Quality Feedback: Identify root causes of AI accuracy failures and customer friction; feed actionable insights directly back to AI Automation Leads, Product, and Engineering teams for sprint training and fine-tuning.

• Human-Assist QA Integration: Audit the handover from AI to Human-Assist to ensure context retention, CRM integration accuracy, and seamless agent workflow execution.

• Benchmarking & Accuracy Scoring: Track and report on key QA metrics, including intent recognition accuracy, resolution precision, containment effectiveness, and compliance standards.

• Data Validation & Testing: Conduct pre-release user acceptance testing (UAT) and regression testing for all new AI prompt deployments, KB updates, and workflow releases.

• Defect & Gap Analysis: Partner with operational teams to identify recurring knowledge base gaps and out-of-scope customer queries to broaden AI coverage safely.

Skills & Experience 

Core Qualifications & Experience:

• 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.

Skills you should bring to the role:

• Communication: Clear written and verbal reporting skills with the ability to articulate quality defects to technical and non-technical stakeholders (required).

• Analytical Mindset: Exceptional eye for detail with the ability to spot subtle pattern failures in data and conversational logs (required).

• Data Driven: Comfortable leveraging call/chat logs, accuracy metrics, and A/B test results to validate performance (required).

• Industry: Experience in a similar role within the Travel Industry (Preferred).

• Impact-Driven: Motivated by delivering high Traveler Sentiment Scores (TSS) through effortless resolution, protecting brand trust, and ensuring travelers enjoy exceptional experiences.

What We Offer 

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
• “Work your way” with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team.
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.
• Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.

Our Cultural Pillars:

Traveler first

We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us. 

Execution is our edge

We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges. 

We succeed together

The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.

We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.

If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com. We have all the answers!

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