AI Quality Lead

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.

Job Location: Hybrid

This role is a hybrid position that requires 1-2 days per week in our London office.

We are seeking a detail-oriented 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.

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• 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.

We 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. 

We 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. 

The 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.

We 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 AccessibleRecruiting@tripadvisor.com.

If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com. We have all the answers!

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