QUALITY ASSURANCE ANALYST | MANILA, PHILLIPINES

Travel obsessed Big tech fan Hey, you're 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 can't solve mosquito bites or lost luggage, we can simplify a lot of the technical parts of travel, and we're looking for the best thinkers to help us do it.

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Flag outdated, missing, or unclear documentation impacting AI quality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

Bachelor's 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 abilities. We 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.