AI Quality & Knowledge Assistant

At Secret Escapes, we make travel dreams come true — and our AI live chat agent helps our members explore, book, and resolve queries effortlessly. To ensure this experience remains smooth, inspiring, and accurate, we’re hiring an AI Quality & Knowledge Assistant to support and evolve our conversational AI systems. This role will be a 12 month Fixed Term Contract. This role bridges AI quality assurance, data analysis, and knowledge management, ensuring our AI chat agent delivers exceptional customer experiences and continuously improves. You’ll audit AI conversations, manage corrective actions in Salesforce, maintain our knowledge base, and measure performance through data and metrics. As Secret Escapes expands its AI footprint — into voice assistants, WhatsApp, and other conversational platforms — this role will also help adapt our quality and knowledge practices to new channels, ensuring consistency and excellence across every touchpoint. About Secret Escapes Secret Escapes is one of the world’s leading members-only, online travel deals companies, offering inspiring travel experiences and hand-picked offers to over 60 million members worldwide. Operating in 10 countries across Europe, Secret Escapes continues to grow and establish itself as a world-class business, dedicated to giving our members the best range and value in luxury travel deals at low prices. We operate a hybrid working model where colleagues come into the office 2-3 days a week. We also offer flexible working with core hours between 10 am to 4 pm, and you have the freedom to schedule the remaining hours to suit your routine. As an inspiring travel brand, we also provide a “Work From Anywhere” scheme giving you the opportunity to work from anywhere in the world. This benefit is designed both to feed our travel passion and support parents and carers, especially during school holidays. We’re a diverse and inclusive bunch of individuals from different backgrounds and with varied interests, but the one thing we all have in common is that we’re good people (even if we do say so ourselves!). The role and things you’ll be working on: • Conduct structured audits of AI chat interactions for accuracy, tone, empathy, and compliance. • Identify conversation gaps, misinformation, or policy misalignment and propose fixes. • Document findings, provide feedback loops to the AI training and product teams, and contribute to improved response logic. • Manage QA-related task queues and implement corrective actions in Salesforce (training provided). • Validate effectiveness post-implementation (e.g., improved AI accuracy or resolution rates). • Audit and update the AI’s knowledge base for travel offers, member policies, partner rules, and FAQs. • Source new content from Product, CX, and Operations teams to keep AI knowledge fresh. • Track and analyse key AI metrics such as accuracy, member satisfaction, escalation rates, and resolution times. • Use insights to prioritise improvements and drive scalable enhancements. • Support the rollout of new AI tools across channels such as voice assistants, WhatsApp, and other messaging platforms. Key Performance Indicators (KPIs) • AI Accuracy Score: ≥ 90% average accuracy in reviewed interactions. • Knowledge Base Freshness: 100% of key entries reviewed quarterly. • Escalation Reduction: 10–15% quarterly decrease in unnecessary escalations. • QA Completion Rate: 95% of scheduled reviews completed on time. • Action Implementation SLA: ≥ 90% of corrective actions delivered within defined timelines. You will bring: • Experience in Quality Assurance and Training, Customer Service (CS), or conversational review roles. • Excellent written communication and judgment of tone, clarity, and empathy. • Analytical mindset and comfort working with data and metrics. • Strong attention to detail and documentation discipline. • Fluent in English; German proficiency would be a plus. • Experience with AI chatbots, voice assistants, or omni-channel CX systems (not essential). • Familiarity with travel-industry processes (bookings, offers, cancellations) (not essential). • Basic proficiency with dashboards or reporting tools (Google Sheets, Tableau, Salesforce). • Ability to work with structured systems (Salesforce & other CRMs, knowledge management tools). And you are… • Curious, data-driven, and eager to learn about new AI technologies. • Collaborative, communicative, and comfortable working cross-functionally. • Highly organised, adaptable, and proactive. • Passionate about delivering exceptional customer experiences through technology. We are an equal opportunity employer Diversity and inclusion are important to us at Secret Escapes and we encourage a culture where everyone can be themselves at work. We value and actively seek out a richly diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed. All applicants will be considered for employment without regard to any characteristic protected by law.