AI Quality Lead

Location: Hybrid in London, United Kingdom, with 1–2 days per week in the London office.

Company

A travel technology group connecting travelers with content, guidance, and marketplaces for experiences, accommodations, restaurants, and other travel categories.

What you will do

• Design and execute QA frameworks, test scripts, and evaluation criteria for AI chatbots, automated workflows, and agent copilot tools.
• Monitor and audit AI conversations and self-service journeys to identify intent misclassifications, hallucinations, inaccurate answers, and broken customer flows.
• Analyze root causes of AI accuracy failures and customer friction, then provide actionable feedback to Product, Engineering, and AI Automation teams.
• Validate 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 prompt deployments, knowledge-base updates, and workflow releases.

Requirements

• At least 2 years of experience in QA or process improvement within 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, and common NLU failure modes.
• Experience with data logging, audit reporting, root-cause defect analysis, and operational quality control.
• Strong written and verbal communication skills for reporting quality defects to technical and non-technical stakeholders.
• Exceptional attention to detail and ability to analyze call or chat logs, accuracy metrics, and A/B test results.

Nice to have

• Experience applying Lean or Six Sigma methodologies to quality control and operational auditing.
• Experience in a similar role within the travel industry.

Culture & Benefits

• Flexible schedule and a remote-friendly approach to collaboration, subject to the role and team requirements.
• Annual bonuses and compensation benchmarked against current industry data.
• Health benefits, employee assistance resources, and generous paid support for charitable donations.
• Annual tuition assistance and a lifestyle benefit for travel, wellness, or other personal needs.
• Travel discounts, referral rewards, and an inclusive, collaborative, data-driven culture.