Quality Insight & Sentiment Analyst
@ Zillow

Hybrid
$100,000
Hybrid
Full Time
Posted 4 days ago

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Job Details

About The Team

As a Quality Insight & Sentiment Analyst within the Quality Programs team, you’ll join a collaborative group driving Zillow’s mission by building a proactive quality framework. The team is evolving from traditional call audits to 100% interaction monitoring by blending scalable AI technology with human insight.

About The Role

This role offers a chance to grow your career by bridging human judgment with machine evaluations. You will uncover behavioral and emotional patterns, interpret sentiment drivers, and identify root causes behind customer experiences to influence frontline coaching, product improvements, and customer journey enhancements.

You Will Get To:

  • Analyze customer interactions across voice, chat, and email for trends.
  • Conduct audits and calibration reviews to validate AI sentiment scoring.
  • Deep-dive into sentiment anomalies to uncover triggers and root causes.
  • Collaborate with ML teams and vendors to improve AI model accuracy.
  • Apply RCA frameworks like 5 Whys and Fishbone.
  • Deliver reports connecting emotional drivers to KPIs such as CSAT, NPS, and churn.
  • Translate AI insights into actionable coaching narratives.
  • Help evolve quality dashboards, scorecards, and playbooks.

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; hands-on experience with RCA frameworks; analytical fluency to extract stories from data.

Preferred: Experience with AI-powered QA platforms, exposure to model evaluation or data labeling workflows, familiarity with BI tools or basic SQL/Python, and background in linguistics, psychology, or behavioral science.

Get to Know Us

Zillow is reimagining real estate and careers with innovative technology and an inclusive culture. Recognized as one of FORTUNE 100 Best Companies to Work For® in 2025, Zillow empowers employees to drive industry change while advancing your career.

Additional Information

This position is categorized as remote. U.S. candidates can work from any location subject to certain state-specific pay ranges. Salary ranges vary by location and include eligibility for equity awards.

Key skills/competency

  • QA Analytics
  • Sentiment Analysis
  • RCA Framework
  • Customer Experience
  • Data Analysis
  • AI Integration
  • Performance Metrics
  • Coaching
  • Collaboration
  • Process Improvement
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How to Get Hired at Zillow

🎯 Tips for Getting Hired

  • Customize your resume: Tailor skills to QA and sentiment analysis.
  • Highlight relevant projects: Focus on analytics and RCA framework experience.
  • Research Zillow: Understand their mission and AI integration approach.
  • Prepare for behavioral questions: Expect queries on teamwork and innovation.

📝 Interview Preparation Advice

Technical Preparation

Review AI sentiment model techniques
Practice data analysis with SQL/Python
Brush up on BI tools basics
Study RCA framework applications

Behavioral Questions

Describe a time you solved a problem.
Explain handling conflicting ethical situations.
Share teamwork experience under pressure.
Discuss how you manage feedback effectively.

Frequently Asked Questions