Knowledge AI Quality Lead (AI)

Location: Hybrid, requiring 1–2 days per week in the London or Oxford office, United Kingdom

Company

hirify.global is part of Tripadvisor Group, a travel technology business connecting travelers with experiences, accommodations, restaurants, and other travel services through digital marketplaces and content.

What you will do

• Design and execute QA frameworks, test scripts, and evaluation criteria for AI chatbots, automated workflows, and agent copilot tools.
• Audit real-time AI conversations and self-service flows to identify intent misclassifications, hallucinations, inaccurate answers, and broken customer journeys.
• Analyze root causes of AI accuracy failures and customer friction, then provide actionable feedback to automation, product, and engineering teams.
• Evaluate AI-to-human handovers, including context retention, CRM integration accuracy, and agent workflow execution.
• Track QA metrics such as intent recognition accuracy, resolution precision, containment effectiveness, and compliance.
• Perform UAT and regression testing for AI prompt deployments, knowledge-base updates, and workflow releases.

Requirements

• At least 2 years of experience in QA, process improvement, customer contact-center operations, or technical support.
• Hands-on experience testing or auditing AI conversational flows, chatbots, virtual assistants, or automated workflow tools.
• Understanding of AI behavior, intent structures, natural language understanding failure modes, data logging, audit reporting, and root-cause analysis.
• Knowledge of process improvement methodologies such as Lean or Six Sigma.
• Strong written and verbal communication skills for reporting quality defects to technical and non-technical stakeholders.
• Strong analytical attention to detail and experience using conversation logs, accuracy metrics, or A/B test results.

Nice to have

• Experience in a similar quality or process-improvement role within the travel industry.

Culture & Benefits

• Remote-friendly collaboration with flexibility to work on-site as often as required by the team.
• Flexible scheduling and an emphasis on work-life balance, trust, and accountability.
• Competitive compensation with base salary and annual bonuses.
• Health benefits, employee assistance resources, tuition assistance, lifestyle benefits, and travel perks.
• Donation matching and a referral program.