This is an opportunity to grow your career as a Quality Insight & Sentiment Analyst while helping shape the future of quality programs. You’ll bridge human judgment with machine-generated evaluations to uncover behavioral and emotional patterns, interpret sentiment drivers, and identify the root causes behind customer experiences. Your work will directly influence how we coach our frontline teams, enhance our products, and elevate the customer journey.
You Will Get To:
- Analyze customer interactions across voice, chat, and email to identify behavioral, performance, and sentiment trends.
- Conduct audits and calibration reviews to validate AI sentiment scoring and ensure consistency.
- Deep-dive into high/low sentiment cases and anomalies to uncover triggers and root causes.
- Collaborate with ML teams and vendors to improve AI model accuracy, context understanding, and cultural nuance.
- Apply RCA frameworks (5 Whys, Fishbone, Pareto) to identify and address drivers of negative sentiment.
- Deliver reports that connect emotional drivers to KPIs like CSAT, NPS, and churn, with actionable recommendations.
- Translate AI and behavioral insights into coaching-ready narratives for frontline managers.
- Contribute to evolving quality dashboards, scorecards, and playbooks that support the adoption of AI-powered QA.
Required:
- 1–3 years in contact center QA, CX analytics, behavioral research, or customer insights.
- Familiarity with QA scorecards, performance metrics, and CX measurement tools (CSAT, NPS, etc.).
- Hands-on experience with RCA frameworks (e.g., 5 Whys, Fishbone).
- Analytical fluency; able to find stories in large data sets and translate them into clear recommendations.
- 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 with AI-powered QA platforms (Observe.AI, Level AI, CallMiner, etc.).
- Exposure to model evaluation, prompt design, or data labeling workflows.
- Familiarity with BI tools (Looker, Tableau) or basic SQL/Python for data analysis.
- Experience in data validation and ETL work.
- Background in linguistics, psychology, or behavioral science.
- Strong experience with sentiment analysis platforms or customer feedback systems.
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.
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What We Do
Join our mission to give the people power to unlock life’s next chapter.
Our homes are the heartbeat of our lives, and we believe that finding a home shouldn’t be so hard in today’s always-on world. That’s why we’re reimagining the traditional rules of real estate to make it easier than ever to move from one home to the next.
Our journey began nearly 15 years ago with a handful of employees and one big idea: to make it radically easier for people to move. We began by helping people understand and track their homes with the Zestimate, our proprietary algorithm, and then with advanced technology and valuable connections with real estate professionals. Today, Zillow has become a household name. People are more likely to search for “Zillow” than “real estate,” and our name is often used as a verb.
While other industries have ushered in a new era of convenience, the time for seamless and convenient real estate experience is now. This is our next chapter as a company.
We’re looking for smart, passionate adventurers to join us as we reimagine the real estate transaction and change the way people buy, sell, rent and finance their homes.
