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,

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