Knowledge AI Quality Lead

October 8, 2026

Hybrid

Lead

London, Oxford

Indeed

Worth knowing

Mandatory office attendance
2 days per week
Portfolio required

Description

The Knowledge AI Quality Lead monitors, tests, and evaluates AI-driven customer experiences across self-service, AI-assist, and human-assist journeys. The role owns end-to-end quality: designing QA frameworks and test scripts for chatbots and copilot tools, auditing live conversations, benchmarking accuracy metrics, and running UAT and regression for new AI deployments. The position is hybrid, requiring 1-2 days per week in the London or Oxford office.

Responsibilities

Design and execute QA frameworks, test scripts, and evaluation criteria for AI chatbots, automated workflows, and agent copilot tools
Continuously audit and analyze real-time AI conversations and self-service flows to identify intent misclassifications, hallucinations, inaccurate answers, or broken customer journeys
Identify root causes of AI accuracy failures and customer friction; feed actionable insights back to AI Automation Leads, Product, and Engineering teams
Audit the handover from AI to Human-Assist to ensure context retention, CRM integration accuracy, and seamless agent workflow execution
Track and report on key QA metrics, including intent recognition accuracy, resolution precision, containment effectiveness, and compliance standards
Conduct pre-release user acceptance testing (UAT) and regression testing for all new AI prompt deployments, KB updates, and workflow releases
Partner with operational teams to identify recurring knowledge base gaps and out-of-scope customer queries to broaden AI coverage safely

Requirements

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
Clear written and verbal reporting skills with the ability to articulate quality defects to technical and non-technical stakeholders (required)
Exceptional eye for detail with the ability to spot subtle pattern failures in data and conversational logs (required)
Comfortable leveraging call/chat logs, accuracy metrics, and A/B test results to validate performance (required)
Experience in a similar role within the Travel Industry (Preferred)
Motivated by delivering high Traveler Sentiment Scores (TSS) through effortless resolution and protecting brand trust

Conditions

Competitive compensation packages, including base salary and annual bonuses
Remote-friendly approach with the option to join on-site as often as you'd like or as required by your team
Flexible schedule with work-life balance ingrained in the culture
Donation matching for qualifying charitable donations annually
Tuition assistance for qualified programs
An annual lifestyle benefit to spend on yourself
Travel perks including discounts
Employee assistance program with resources and programs
Health benefits with great coverage and competitive premiums
Generous referral scheme with awards for referring successful candidates

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