Director, Quality Intelligence Programs
About the team
The Quality Intelligence team is a dynamic group of program managers, insights managers, and development leaders who collaborate cross-functionally to drive measurable behavior change and positive customer outcomes. The team sits within the Customer Experience Operations organization, and partners closely with other shared service groups, including but not limited to Engineering, Data & Analytics, Operations Strategy, and Frontline Leadership.
Right now, the team is at a pivotal stage of evolution, responsible for transforming quality from a monitoring function into an intelligence engine that captures and interprets customer interactions, integrates with enterprise systems, and delivers real-time, actionable insights. This transformation requires rethinking governance, redefining how insights flow into coaching and product feedback loops, and embedding quality intelligence directly into frontline workflows.
Our mission is to build a trusted quality intelligence program that not only measures performance, but actively shapes how we learn, improve, and deliver value to customers at scale.
About the role
The Director, Quality Intelligence Programs is responsible for building and operationalizing quality as a scalable, intelligence-driven capability that measurably improves frontline behavior, customer outcomes, and enterprise decision-making. This role leads the end-to-end program that governs how quality data is generated, integrated, interpreted, and activated across Customer Experience Operations (CXO).
This leader owns both the implementation and modernization of our AI-powered quality intelligence platform and the programmatic translation of quality insights into action: coaching, training, automation, and product feedback loops. They will move quality from a retrospective scoring function to a continuously evolving system that informs real-time interventions and long-term CX strategy. Operating at the intersection of technology, operations, and change management, this role ensures quality intelligence is embedded in workflows, enterprise data systems, and executive decision-making. Success requires strong program leadership, technical fluency, cross-functional influence, and a relentless focus on execution and adoption.
This individual will know they are successful with: 1) the successful integration of quality data into a customer intelligence ecosystem; 2) sustained improvement in automated insight accuracy; 3) demonstrated linkage between quality insights and measurable improvements in CSAT; and 4) executive confidence in quality monitoring as a core data asset supporting customer strategy.
Key Responsibilities
- Lead the Quality Intelligence function: Define and execute the long-term vision for quality monitoring as a data intelligence function, not a manual evaluation process.
- Establish governance framework for transcription, sentiment detection, and behavioral analyticsEnsure the platform continuously evolves in accuracy, coverage, and insight depth through feedback loops and data calibration.
- Govern Quality Data Infrastructure: Own the integrity and reliability of all quality-related data flowing into the central customer intelligence base, ensuring alignment with data standards.
- Partner with engineering and Analytics to integrate quality signals with CSAT and operational metrics.
- Ensure bi-directional data sharing between Quality platform, knowledge base, and CXO data that supports enablement, product feedback, and automation initiatives.
- Enable Actionable Insight & Intervention: Translate model outputs into insights that inform coaching, training, and product improvement.
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Build closed-loop systems where quality insights automatically generate intervention recommendations or learning pathways for frontline teams.
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 $175,200.00 - $279,800.00 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 $166,400.00 - $265,800.00 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
Technical Expertise:
- Strong working knowledge of speech and text analytics, NLP concepts, and AI model lifecycle governance.
- Proven ability to manage complex, cross-system programs involving CRM, CSAT, telephony, and workforce management systems.
- Familiarity with API orchestration, data pipeline design, and cloud data environments, and comfort partnering with engineering and data teams.
- Experience evaluating or configuring quality monitoring or conversational intelligence platforms.
- Strong grounding in data ethics, privacy frameworks, and responsible AI principles.
Leadership & Strategic Capabilities:
- 10+ years of experience in CX, Technology Enablement, Analytics, or Operations, including 5+ years in a senior leadership role.
- Demonstrated success leading data-centric transformation initiatives within large or complex organizations.
- Strong executive communication and storytelling skills; able to translate complex data narratives into clear strategic decisions.
- Ability to build influence across technical, operational, and executive domains.
- Masters degree in Data Science. Business Analytics, Operations or related fields preferred.
Transferable Skills
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.
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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA With Employer Contribution
- HSA With Employer Contribution
- Mental Health Benefits
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Adoption Assistance Program
- Family Support Resources
- Adoption Leave
- Return-to-Work Program
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
- Work-From-Home Stipend
Office Life and Perks
- Casual Dress
- Snacks
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- 401(K) With Company Matching
- Company Equity
- Stock Purchase Program
- Performance Bonus
Professional Development
- Tuition Reimbursement
- Promote From Within
- Mentor Program
- Access to Online Courses
- Lunch and Learns
Diversity and Inclusion
Company Videos
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