Quality Assurance Analyst

QUALITY ASSURANCE ANALYST MANILA PHILIPPINES

Travel obsessed Big tech fan Hey youre in good company. If you want to be part of the industry that makes the world go round then look no further.

Travelport is the brains behind lots of your travel bookings- plane car or hotel. Our technology is used to book that magical holiday long awaited bucket-list trip or overdue school reunion. While we cant solve mosquito bites or lost luggage we can simplify a lot of the technical parts of travel and were looking for the best thinkers to help us do it.

Were hiring right now for aQuality Assurance Analyst AI Agents! Search for #LifeatTravelport on LinkedIn and hear from our amazing team.

What does a Quality Assurance Analyst do

The Quality Assurance Analyst AI Agents ensures that AIdriven customer support interactions within ServiceNow Customer Service Management (CSM) meet the same quality compliance and experience standards applied to live customer support agents.

The role focuses on reviewing and assessing AI agent responses (e.g. Virtual Agent and Now Assist for CSM) to ensure alignment with support processes approved knowledge documentation standards security and compliance requirements and tone of voice.

Working closely with the liveagent QA team as well as UX designers ServiceNow platform leads and the CSM Product Owner the QA Analyst supports continuous improvement of AI agent quality and customer trust.

Key Responsibilities

• Review AI agent conversations using existing liveagent QA standards
• Evaluate accuracy completeness and relevance of AI responses
• Ensure AI behavior aligns with customer support processes and playbooks
• Assess tone of voice language quality and customer empathy
• Identify knowledge gaps surfaced through AI interactions
• Flag outdated missing or unclear documentation impacting AI quality
• Ensure AI responses use approved and uptodate knowledge content
• Collaborate with QA and knowledge teams to improve content readiness
• Validate AI responses against security privacy and compliance standards
• Ensure AI does not expose restricted sensitive or inappropriate information
• Apply governance rules consistently across AI support use cases
• Escalate risks or compliance concerns when identified
• Work with the liveagent QA team to ensure consistent quality criteria
• Support adaptation of existing QA frameworks for AIdriven support
• Contribute to defining AIspecific quality guidelines and checklists
• Provide structured quality feedback to UX platform leads and the Product Owner
• Participate in quality reviews following AI knowledge or platform changes
• Support ongoing improvement of AI agent quality standards and processes

Required Qualifications

• Bachelors degree (or near completion) in IT Business Communications or related field
• Strong interest in customer support quality AI and digital experiences
• Understanding of customer service processes and quality standards
• Excellent written English with strong attention to wording tone and clarity
• Analytical mindset and ability to assess conversations critically

Preferred (Desirable)

• Experience in customer support QA or service quality roles
• Exposure to ServiceNow CSM Virtual Agent or chatbot environments
• Familiarity with knowledge management practices
• Awareness of security privacy or compliance in support contexts

Skills & Competencies

• Conversation and quality assessment
• Customercentric evaluation
• Knowledge and documentation analysis
• Toneofvoice and language consistency
• Risk and compliance awareness
• Clear communication with QA UX Product and Platform teams

Discover why our teams love working here:

We offer a package and benefits that are competitive with hybrid working.

Search for #lifeattravelport for our employee stories on LinkedIn!

Your journey at Travelport starts here.

Our application process is quick easy and hassle-free apply in just a few minutes!

We are an equal opportunities employer and will consider all qualified applicants purely on their skills and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform crucial job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation if needed.

If you are having any technical difficulties applying for this position please email your CV and name of role for which you are applying to