Quality Insight and Sentiment Analyst

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.

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 $70,500.00 - $112,500.00 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 $66,900.00 - $106,900.00 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

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.

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.

Client-provided location(s): Flexible / Remote

Job ID: Zillow-P748068

Employment Type: FULL_TIME

Posted: 2025-10-04T18:29:35