Senior Quality Insights Manager

Zillow Group

Remote, US
Base: $76,200.00 - $121,800.00 (ca, ct, ma, md, nj...
Fully remote
Synthesize quality data into narratives
Identify macro trends and pain points
Partner with product, legal, marketing, ops
This role is pivotal in evolving the Quality Programs team by blending AI technology with human insight to build a proactive quality framework

Job Summary

  • This role is pivotal in evolving the Quality Programs team by blending AI technology with human insight to build a proactive quality framework.
  • You will translate data from quality analysts, sentiment specialists, and AI monitoring systems into clear, business-ready narratives to drive systemic improvements.
  • Zillow is reimagining how people move and is committed to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

Matching Summary

This role is pivotal in evolving the Quality Programs team by blending AI technology with human insight to build a proactive quality framework.

Salary

Base: $76,200.00 - $121,800.00 (CA, CT, MA, MD, NJ, NY, WA, DC); Base: $72,500.00 - $115,700.00 (CO, HI, IL, MN, NV, OH, RI, VT); Equity: eligible for equity awards

Skills & Requirements

Must-have

  • Synthesize quality data into narratives
  • Identify macro trends and pain points
  • Partner with Product, Legal, Marketing, Ops
  • Voice of Quality for business lines
  • Integrate interaction monitoring with other data
  • Support quality scorecard design

Nice-to-have

  • Strategic consulting background
  • Customer insights research
  • Voice of Customer research
  • Experience managing QA vendors

Key Requirements

  • 3-5+ years CX operations, quality management, or program leadership
  • Proven experience synthesizing data into actionable insights
  • High fluency with contact center metrics
  • Strong facilitation, presentation, and executive storytelling skills
  • Experience working cross-functionally with Ops, Product, or Vendor Management
  • Familiarity with AI-powered QA tools and sentiment analytics

Work Rights

Not specified

Tailored Resume

Cover Letter