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 Ops, 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

At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.

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.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.