Senior Quality Insights Program Manager

Zillow

7d • $72,500 - $121,800 • Remote

About The Position

About the team The 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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed