--- title: 'Knowledge AI Quality Lead at Tripadvisor' canonical: 'https://feeny.ai/job/knowledge-ai-quality-lead-tripadvisor-office-kkhs2bajdmfm' type: 'job' last_seen: '2026-10-19' --- # Knowledge AI Quality Lead at Tripadvisor - **Company:** Tripadvisor - **Location:** Office - **Posted:** 2026-10-07 - **Last confirmed live:** 2026-10-19 - **Apply:** https://job-boards.greenhouse.io/tripadvisor/jobs/8259377 ## Job description 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 ability to spot subtle pattern failures in data and conversational logs (required). - Data Driven: Comfortable leveraging call/chat logs, accuracy metrics, and A/B test results to validate performance (required). - Industry: Experience in a similar role within the Travel Industry (Preferred). - Impact-Driven: Motivated by delivering high Traveler Sentiment Scores (TSS) through effortless resolution, protecting brand trust, and ensuring travelers enjoy exceptional experiences. ## What We Offer - Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses - “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. - Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work. - Donation matching. Give back? Give more! We match qualifying charitable donations annually. - Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs. - Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you. - Travel perks. We believe that travel is employee development, so we provide discounts and more. - Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges. - Health benefits. We offer great coverage and competitive premiums. - Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates. Our Cultural Pillars: Traveler first 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. Execution is our edge 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. We succeed together 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! ## #LI-JP #LI-Hybrid ## About Tripadvisor ## Company Overview - **One-liner**: Tripadvisor is the world's largest travel guidance platform, helping hundreds of millions of travelers each month plan, book, and share experiences using over a billion reviews and opinions. - **Entity Type**: Public (NASDAQ: TRIP) - **Headquarters**: Needham, Massachusetts, United States - **Founded**: Not publicly available in provided sources (commonly known as 2000, but not cited) - **Founders**: Not publicly available in provided sources (commonly known as Stephen Kaufer, but not cited) ## Core Business - **Primary Industry**: Travel technology / Software development - **Target Customers**: B2C (travelers seeking reviews, booking, and trip planning) and B2B (hotels, restaurants, attractions, and experience providers) - **Mission Statement**: “To bring people, passions, and places together and make everyone a better traveler.” [careers.tripadvisor.com](https://careers.tripadvisor.com/) ## Products & Services - **Tripadvisor.com / App**: The core platform offering reviews, ratings, and booking for accommodations, restaurants, and attractions. - **Viator**: Marketplace for bookable tours, activities, and experiences. - **TheFork**: Restaurant reservation platform (primarily in Europe). - **Cruise Critic**: Cruise reviews and information. - **FlipKey / Holiday Lettings**: Vacation rental listing platforms. - **SeatGuru**: Airline seat maps and in-flight amenity information. - **SinglePlatform**: Digital menu and local business listing management. - **Bokun**: Booking and inventory management software for tour operators. ## Market Standing - **Valuation / Market Cap**: $3.5 billion (as of search date) [linkedin.com](https://www.linkedin.com/company/tripadvisor) - **Key Metric**: Annual Revenue of $1.9 billion (most recent reported) [linkedin.com](https://www.linkedin.com/company/tripadvisor) - **Notable Investors / Partners**: Publicly traded; parent company is Liberty TripAdvisor Holdings Inc. [linkedin.com](https://www.linkedin.com/company/tripadvisor) - **Growth Signals**: Serves 400M+ monthly users; over 1 billion reviews and contributions; operates in 43 markets and 22 languages; recent acquisition of Liberty TripAdvisor Holdings (2025) for $437M; headcount of 1,816 (‑1.7% YoY) [linkedin.com](https://www.linkedin.com/company/tripadvisor) [tripadvisor.com](https://www.tripadvisor.com/) ## Competitive Advantages - **Massive User-Generated Content**: Over 1 billion reviews and opinions across nearly 8 million businesses create a strong network effect. - **Global Brand Recognition**: One of the most recognized travel brands worldwide, with presence in 75 countries. - **Diverse Product Portfolio**: From reviews to booking to restaurant reservations (TheFork) and experiences (Viator), covering the full travel journey. - **Data Moat**: Decades of traveler behavior data enable personalization and AI-driven recommendations. ## Strategic Focus - **Next Chapter in Travel**: CEO Matt (last name not provided) emphasizes “writing the next chapter” and supporting small businesses. [careers.tripadvisor.com](https://careers.tripadvisor.com/) - **AI & Personalization**: Recent departures of AI leadership suggest ongoing transformation; job postings include senior engineering and product roles focused on data and AI. - **Hybrid Work & Global Talent**: Activity-based working model encourages in-person collaboration while supporting remote flexibility across offices in the Americas, EMEA, and APAC. ## Why Work Here - **Culture & Values**: Described as “fueled by curiosity, flexibility, and collaboration” with a shared love of travel. [careers.tripadvisor.com](https://careers.tripadvisor.com/life-at-tripadvisor) - **Work Model**: Activity-based working (hybrid) – some roles optimized for office, others for home; all full-time employees expected to spend some in-person time. - **Benefits**: Full medical premium coverage for employee-only plans (some options), dental, vision, Employee Assistance Program (EAP), free Calm subscription, virtual babysitting/wellness support via SitterStream. [careers.tripadvisor.com](https://careers.tripadvisor.com/life-at-tripadvisor) - **Career Development**: Award‑winning development program focused on growing yourself, others, and the business; live and on‑demand learning experiences. [careers.tripadvisor.com](https://careers.tripadvisor.com/life-at-tripadvisor) - **Diversity & Inclusion**: Employee Resource Groups (ERGs) for underrepresented communities; recognized as a leader in LGBTQ+ Workplace Inclusion (2026). [careers.tripadvisor.com](https://careers.tripadvisor.com/) - **Employee Ratings**: 3.6/5.0 on LinkedIn (1,668 reviews); Work‑Life 4.2, Compensation 3.9, Culture 3.9. [linkedin.com](https://www.linkedin.com/company/tripadvisor) - **Global Offices**: Major hubs in Needham (MA), New York, London, Oxford, Paris, Sydney, Tokyo, Singapore, and many more. [careers.tripadvisor.com](https://careers.tripadvisor.com/life-at-tripadvisor) ## Sources 1. [careers.tripadvisor.com](https://careers.tripadvisor.com/) – Official careers page, mission, benefits, culture 2. [careers.tripadvisor.com/life-at-tripadvisor](https://careers.tripadvisor.com/life-at-tripadvisor) – Life at Tripadvisor, benefits, offices, ERGs 3. [linkedin.com/company/tripadvisor](https://www.linkedin.com/company/tripadvisor) – Company overview, financials, headcount, recent departures, acquisitions 4. [tripadvisor.com](https://www.tripadvisor.com/) – Core platform, reviews count, user base ## Other roles at Tripadvisor - [Field Sales Representative - North London & Essex](https://feeny.ai/job/field-sales-representative-north-london-essex-tripadvisor-london-h7hh0yx1v07v) — London, United Kingdom - [Customer Experience Improvement Lead](https://feeny.ai/job/customer-experience-improvement-lead-tripadvisor-office-6g0kj8qrxx64) — Office - [Field Sales Representative - South of Netherlands](https://feeny.ai/job/field-sales-representative-south-of-netherlands-tripadvisor-maastricht-6kasjbtfa3wh) — Maastricht, Netherlands / Breda, Netherlands / Eindhoven, Netherlands / Den Bosch, Netherlands - [Account Executive - Rotterdam/The Hague](https://feeny.ai/job/account-executive-rotterdam-the-hague-tripadvisor-maastricht-hv4mjajjtjvc) — Maastricht, Netherlands / Breda, Netherlands / Eindhoven, Netherlands / Den Bosch, Netherlands - [Back-end Software Engineer](https://feeny.ai/job/back-end-software-engineer-tripadvisor-reykjavik-7aezk3npx8xg) — Reykjavik, Iceland - [Front-end Software Engineer](https://feeny.ai/job/front-end-software-engineer-tripadvisor-reykjavik-3bw6nf39d296) — Reykjavik, Iceland - [Jr Software Engineer](https://feeny.ai/job/jr-software-engineer-tripadvisor-reykjavik-afwy49kaqsat) — Reykjavik, Iceland - [Supplier Support Advisor/CX Advisor - B2B](https://feeny.ai/job/supplier-support-advisor-cx-advisor-b2b-tripadvisor-oxford-5wwe5gqwnzrw) — Oxford, United Kingdom - [Inside Sales Representative - French Market](https://feeny.ai/job/inside-sales-representative-french-market-tripadvisor-barcelona-eg0np6jvpvkj) — Barcelona, Spain - [Senior Inside Sales Representative](https://feeny.ai/job/senior-inside-sales-representative-tripadvisor-london-g8za75xyp9jw) — London, United Kingdom