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Director, Quality Intelligence Programs
Location
California + 7 moreAll locations: California | Connecticut | District of Columbia | New Jersey | New York | Maryland | Massachusetts | Washington
Posted
122 days ago
Salary
$175.2K - $279.8K / year
Seniority
Lead
Job Description
Director, Quality Intelligence Programs
Zillow
• Define and execute the long-term vision for quality monitoring as a data intelligence function • Own the integrity and reliability of all quality-related data flowing into the central customer intelligence base • Translate model outputs into insights that inform coaching, training, and product improvement • Oversee configuration and management of speech and text analytics, including taxonomy evolution and sentiment weighting • Serve as the strategic bridge between CXO, tech, and executive leadership
Job Requirements
- 10+ years of experience in CX, Technology Enablement, Analytics, or Operations, including 5+ years in a senior leadership role
- 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
- Masters degree in Data Science, Business Analytics, Operations or related fields preferred
Benefits
- equity awards based on experience, performance and location
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