Quality Insight and Sentiment Analyst

Zillow Group; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading real estate technology company is seeking a Quality Insight & Sentiment Analyst to analyze customer interactions and apply RCA frameworks for improving AI sentiment evaluations. This role involves collaborating with machine learning teams to enhance accuracy in customer experience strategies and deliver actionable insights to drive performance enhancements. The ideal candidate has 1–3 years in QA or CX analytics and a passion for behavioral insights.

Qualifications

• 1–3 years in contact center QA, CX analytics, behavioral research, or customer insights.
• Familiarity with QA scorecards and performance metrics.
• Experience with RCA frameworks (5 Whys, Fishbone).

Responsibilities

• Analyze customer interactions to identify trends.
• Conduct audits to validate AI sentiment scoring.
• Collaborate with ML teams to improve AI model accuracy.

Skills

Contact center QA experience

CX analytics

Behavioral research

Customer insights

Analytical fluency

Tools

RCA frameworks

AI-powered QA platforms

BI tools

SQL/Python for data analysis

Job description

About the team: As a Quality Insight & Sentiment Analyst within the Quality Programs team, you’ll be part of a collaborative group focused on driving Zillow’s mission forward through building a proactive quality framework. While we remain dedicated to providing a 6-star experience, we are evolving from traditional call audits to 100% interaction monitoring—blending scalable AI technology with human insight.

This team plays a critical role in shaping the future of quality assurance, and the Quality Insight & Sentiment Analyst will contribute directly to that success by surfacing meaningful insights and influencing frontline enablement, product, and customer experience strategies.

About the role: 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.
• We value the experience and perspective of candidates with non-traditional backgrounds.

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.

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.

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.