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
Required Qualifications
Preferred (Desirable)
Skills & Competencies
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.