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Tripadvisor is seeking an AI Quality Lead to monitor, test, and evaluate AI-driven customer experiences across their travel marketplace platform. This hybrid role (1-2 days/week in London office) focuses on end-to-end quality of the customer support journey, from self-service AI through human-assist transitions.
Key responsibilities include designing and executing QA frameworks for AI chatbots, automated workflows, and agent copilot tools; continuously auditing real-time AI conversations to identify intent misclassifications, hallucinations, and inaccurate answers; feeding actionable insights back to AI Automation, Product, and Engineering teams for model fine-tuning; auditing AI-to-human handovers for context retention and CRM accuracy; tracking QA metrics including intent recognition accuracy, resolution precision, and containment effectiveness; conducting UAT and regression testing for new AI deployments and knowledge base updates; and partnering with operational teams to identify knowledge gaps and expand AI coverage.
The ideal candidate brings 2+ years of QA or process improvement experience in customer contact-center or tech support environments, with hands-on experience testing AI conversational flows, chatbots, or virtual assistants. Required skills include familiarity with process improvement methodologies (Lean, Six Sigma), strong understanding of AI behavior and NLU failure modes, ability to translate operational friction into technical feedback, experience with data logging and root-cause analysis, and meticulous attention to detail. Must demonstrate exceptional communication (written and verbal), analytical mindset with eye for pattern failures, and data-driven approach using call/chat logs and metrics. Travel industry experience is preferred.
