{"id":2058089,"url":"https://alion.io/job/tripadvisor-knowledge-ai-quality-lead","title":"Knowledge AI Quality Lead","company":{"id":1150,"name":"TripAdvisor","domain":"tripadvisor.com","url":"https://alion.io/company/tripadvisor","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":80,"open_postings":29,"ghost_share":0,"stale_share":0.793,"repost_share":0,"time_to_fill_p50_days":45,"computed_at":"2026-10-08T05:49:30Z"}},"role":"AI/ML","role_family":"AI/ML","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Oxford, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":104000,"max_usd":217000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":17},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"A/B Testing","optional":false},{"name":"Agile","optional":false},{"name":"Copilot","optional":false},{"name":"Fine-tuning","optional":false}],"status":"live","first_seen_at":"2026-10-07T23:58:55Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-09T02:10:28Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Knowledge AI Quality Lead | Tripadvisor \nAbout Tripadvisor \nThe 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.\nWho are we looking for?\nWe 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.\nJob Location: Hybrid\nThis role is a hybrid position that requires 1-2 days per week in our London or Oxford office.\nWhat You’ll Do\nQuality Framework & Testing: Design and execute QA frameworks, test scripts, and evaluation criteria specifically for AI chatbots, automated workflows, and agent copilot tools.\n\nPerformance Monitoring: Continuously audit and analyze real-time AI conversations and self-service flows to identify intent misclassifications, hallucinations, inaccurate answers, or broken customer journeys.\n\nClosed-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.\n\nHuman-Assist QA Integration: Audit the handover from AI to Human-Assist to ensure context retention, CRM integration accuracy, and seamless agent workflow execution.\n\nBenchmarking & Accuracy Scoring: Track and report on key QA metrics, including intent recognition accuracy, resolution precision, containment effectiveness, and compliance standards.\n\nData Validation & Testing: Conduct pre-release user acceptance testing (UAT) and regression testing for all new AI prompt deployments, KB updates, and workflow releases.\n\nDefect & Gap Analysis: Partner with operational teams to identify recurring knowledge base gaps and out-of-scope customer queries to broaden AI coverage safely.\n\nSkills & Experience \nCore Qualifications & Experience:\nQA or Process Improvement specialist with 2+ years of experience in customer contact-center operations or tech support environments.\n\nHands-on experience in testing or auditing AI conversational flows, chatbots, virtual assistants, or automated workflow tooling.\n\nFamiliarity with process improvement methodologies (e.g., Lean, Six Sigma) applied to quality control and operational auditing.\n\nStrong understanding of AI behavior, intent structures, and natural language understanding (NLU) failure modes.\n\nProven ability to translate operational customer friction into technical feedback for engineering and product teams.\n\nDemonstrated experience in data logging, audit reporting, and root-cause defect analysis.\n\nCustomer-obsessed mindset with meticulous attention to detail and standard-setting for response quality.\n\nSkills you should bring to the role:\nCommunication: Clear written and verbal reporting skills with the ability to articulate quality defects to technical and non-technical stakeholders (required).\n\nAnalytical Mindset: Exceptional eye for detail with the ability to spot subtle pattern failures in data and conversational logs (required).\n\nData Driven: Comfortable leveraging call/chat logs, accuracy metrics, and A/B test results to validate performance (required).\n\nIndustry: Experience in a similar role within the Travel Industry (Preferred).\n\nImpact-Driven: Motivated by delivering high Traveler Sentiment Scores (TSS) through effortless resolution, protecting brand trust, and ensuring travelers enjoy exceptional experiences.\n\nWhat We Offer \nCompetitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses\n“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.\nFlexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.\nDonation matching. Give back? Give more! We match qualifying charitable donations annually.\nTuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.\nLifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.\nTravel perks. We believe that travel is employee development, so we provide discounts and more.\nEmployee assistance program. We’re here for you with resources and programs to help you through life’s challenges.\nHealth benefits. We offer great coverage and competitive premiums.\nGenerous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.\nOur Cultural Pillars:\nTraveler first\nWe 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. \nExecution is our edge\nWe 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. \nWe succeed together\nThe 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.\nWe 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 .\nIf you have any additional questions about careers at Tripadvisor you can email us at . We have all the answers!\n\n#LI-JP\n#LI-Hybrid","description_format":"text","description_chars":6901,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual bonuses","Flexible schedule"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Travel & Tourism","Travel Agencies","Travel Technology"],"lifecycle":[{"event":"open","at":"2026-10-08T00:42:32Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; Skilled Worker","cap_exempt":false,"checked_at":"2026-10-08T06:20:15+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":0,"expected_fill_days":45,"reasons":["conf:0","stale_co","velocity","win:early"],"computed_at":"2026-10-08T05:49:30Z"},"pay":null,"html_url":"https://alion.io/job/tripadvisor-knowledge-ai-quality-lead","json_url":"https://alion.io/job/tripadvisor-knowledge-ai-quality-lead.json","meta":{"generated_at":"2026-10-09T03:35:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2483,"day_limit":5000,"remaining_today":2517,"minute_limit":60,"resets_at":"2026-10-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1150},"rest":"https://alion.io/mcp/rest/get_company?id=1150"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftripadvisor-knowledge-ai-quality-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftripadvisor-knowledge-ai-quality-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftripadvisor-knowledge-ai-quality-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tripadvisor-knowledge-ai-quality-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftripadvisor-knowledge-ai-quality-lead"}]}