Quality Assurance Analyst

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 AI‑driven 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 live‑agent 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 live‑agent 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• Flag outdated, missing, or unclear documentation impacting AI quality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 up‑to‑date 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 live‑agent QA team to ensure consistent quality criteria
• Support adaptation of existing QA frameworks for AI‑driven support
• Contribute to defining AI‑specific 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
• Customer‑centric evaluation
• Knowledge and documentation analysis
• Tone‑of‑voice 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.