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 ab