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Knowledge AI Quality Lead

TripadvisorOffice Customer Service
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Salary
Not listed
Job type
Full-time
Experience
Mid · 2+ yrs
Posted
7 Oct 2026
Status
Open · checked 7d ago

About this role

Tripadvisor is seeking a Knowledge AI Quality Lead for a hybrid position based out of the London or Oxford office. This role is well-suited for a meticulous quality specialist focused on monitoring, testing, and evaluating AI-driven customer support journeys.

Role Overview

Tripadvisor is hiring a Knowledge AI Quality Lead to ensure the accuracy, compliance, and scalability of automated customer support systems. The position requires working on a hybrid schedule, needing presence in the London or Oxford office one to two days per week. The professional in this role will monitor the entire support lifecycle, bridging customer feedback with technical improvements.

Key Responsibilities

Design and execute quality assurance frameworks, evaluation criteria, and test scripts specifically for AI chatbots, automated workflows, and agent copilot tools.
Continuously audit real-time conversational flows to detect intent misclassifications, hallucinations, inaccuracies, and broken user journeys.
Analyze root causes of performance failures and relay actionable insights to product, engineering, and automation teams for fine-grained training.
Audit the transition from automated tools to human support agents to verify context retention and system integration accuracy.
Track and report on metrics including containment effectiveness, resolution precision, and intent recognition accuracy.
Perform pre-release regression testing and user acceptance testing for prompt updates, knowledge base changes, and workflow deployments.
Collaborate with operational groups to identify knowledge base gaps and safely broaden automated query coverage.

Requirements

Two or more years of experience as a quality assurance or process improvement specialist within tech support or contact-center operations.
Direct, hands-on background in auditing or testing conversational AI flows, virtual assistants, chatbots, or automated workflows.
Familiarity with process improvement methodologies such as Lean or Six Sigma applied to operational quality control.
Comprehensive understanding of natural language understanding failure modes, intent structures, and AI behavior.
Proven ability to translate customer friction points into structured technical feedback for engineering teams.
Documented experience in data logging, audit reporting, and root-cause defect analysis.

Nice to Have

Prior experience in a comparable quality role within the travel industry.

Skills and Tools

Clear written and verbal communication skills for reporting defects to technical and non-technical stakeholders.
Analytical mindset for spotting subtle pattern failures in conversation logs and operational data.
Data-driven approach leveraging accuracy metrics, chat logs, and testing results to validate performance.

Salary and Benefits

Competitive compensation packages featuring base salary and annual bonuses.
Flexible schedules and a remote-friendly approach supporting work-life balance.
Annual donation matching for qualifying charitable contributions.
Tuition assistance for qualified career development programs.
Annual lifestyle benefit for personal use, wellness, or travel.
Employee travel discounts and perks.
Employee assistance program and comprehensive health coverage with competitive premiums.
Generous referral scheme rewards.

About the Company

The Tripadvisor Group connects a global audience with partners through rich content, travel guidance, and two-sided marketplaces for accommodations, experiences, and restaurants. Its portfolio of subsidiary brands includes Viator, TheFork, and Tripadvisor.

How to Apply

Interested candidates should apply on the official Tripadvisor company careers page.

Skills and tech stack

Fine-tuning

Questions candidates ask

Where is the Knowledge AI Quality Lead position located?

The position is a hybrid role requiring attendance at the London or Oxford office one to two days per week.

What level of experience is required for this role?

Candidates must have two or more years of experience as a quality assurance or process improvement specialist in tech support or contact-center environments.

What methodologies are mentioned as familiarities for the role?

Familiarity with process improvement methodologies such as Lean and Six Sigma applied to quality control is required.

Are travel industry candidates preferred?

Yes, experience in a similar role within the travel industry is preferred.

How can applicants request accommodations during the hiring process?

Candidates requiring reasonable accommodation can reach out to their individual recruiter or email AccessibleRecruiting@tripadvisor.com.

Ready to apply?

The application is on the official Tripadvisor careers page.

Apply on company site