Senior Quality Insights Manager

About the teamThe Quality Programs team is in a pivotal stage of evolution, and this is an opportunity to join us on the ground floor. While we remain a highly collaborative group dedicated to providing a 6-star experience, we are actively building a proactive quality framework by blending scalable AI technology with our deep expertise in human insight.
As an early member of this transformation, your role is to be both a user and an architect of our new systems. You will play a crucial role in shaping our transition from traditional call audits to 100% interaction monitoring. Your hands-on feedback will directly influence the design and refinement of our AI-powered tools, ensuring they effectively analyze data trends, understand customer sentiment, and generate actionable coaching and feedback for our business partners. If you are excited to help build the future of quality assurance, your work here will be foundational in empowering our frontline teams, product partners, and customer experience programs to succeed.

About the role

Quality Programs is seeking a Senior Quality Insights Manager who acts as the strategic link between intelligent QA data and business transformation. You will synthesize outputs from the quality data, identify trends, and translate insights into compelling stories that move stakeholders to act. Your influence will drive systemic improvements in experience, performance, and process at the line-of-business level and across the enterprise.

This is a strategic, externally-facing role that combines quality domain expertise with business storytelling and stakeholder management.

You Will Get To

• Translate data from quality analysts, sentiment specialists, and AI monitoring systems into clear, business-ready narratives.

• Identify macro trends, recurring pain points, or areas of opportunity within customer interactions to ensure alignment between quality, training, performance management, and business priorities.

• Partner with Product, Legal, Marketing, and Ops to turn insights into experience and process improvements.

• Serve as the dedicated voice of Quality for multiple business lines and lead stakeholder meetings, QBRs, and program readouts to present quality intelligence trends and customer sentiment.

• Advocate for the customer experience using complex data and empathetic framing.

• Integrate interaction monitoring results with CSAT, social listening, reviews, and other data sources.

• Coordinate pilot programs, process audits, or policy reviews informed by QI data; and track the implementation of QI-derived initiatives and report on impact to leadership

• Support the design and refresh of quality scorecards and evaluation frameworks.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $76,200.00 - $121,800.00 annually. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $72,500.00 - $115,700.00 annually. The base pay range is specific to these locations and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

• 3–5+ years in CX operations, quality management, or program leadership in a dynamic environment.

• Proven experience synthesizing data into actionable insights or business recommendations.

• High fluency with contact center metrics (CSAT, NPS, QA scores, escalation trends).

• Strong facilitation, presentation, and executive storytelling skills.

• Experience working cross-functionally with Operations, Product, and/or Vendor Management teams.

• Familiarity with AI-powered QA tools (NiCE, Maestro, and LorisAI) and sentiment analytics.

• Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences

Preferred

• Experience managing QA vendors or large-scale support programs.

• Background in strategic consulting, customer insights, or VoC research.

• Tableau or Looker experience is a plus.

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.