About the role
The daily function of the Senior Quality Program Manager will be to supervise the interactions between internal Zillow Group teams, vendor teams, and our customers. You will serve as a point of contact and subject matter expert on quality and customer experience for our greater operations team. You will research and provide data analytics to support the growth and development of the overall customer experience and ensure compliance.
Primary role function:
Execute and measure quality via our three primary outreach methods (Voice, Email, and SMS)
Consult against the key business process to improve both the operator and customer experience
Contribute to product and operations roadmap(s)
Build strategic relationships within Zillow Group business lines
Demonstrate several Business Intelligence tools including but not limited to natural language processing, speech analysis, CSAT, and CRM reporting
About the team
You will be part of the Quality Program team that conducts call/ticket audits, highlights coaching/behavioral opportunities, analyzes data trends, and relays information to business partners. We are a highly collaborative group, balancing investigative analysis with frontline feedback. Everyone on the team has the opportunity to learn from people in other disciplines.
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. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.
Who you are
Required:
2+ years of business operations, program management, coaching and leadership experience or quality management experience, in a fast-paced, scaling environment
Ability to adapt business processes quickly
Experience implementing success metrics for various business verticals
The success record of growing operator adoption to scalable processes and procedures
Outstanding teamwork and relationship building skills
Strong oral and written communication skills
Strong organization and time management skills
Strong business, quality assurance, analytical, and a customer-first mentality
Strong ability to complete ad-hoc analysis based on business need, while maintaining recurring programs
Strong Excel confidence
Preferred:
Mentoring, and training experience
Real Estate and Mortgage experience
Tableau, SQL experience
Gong or speech analysis software experience
Experience working in a remote environment
Zillow Group
Seattle Washington
United States
Information Technology
(No Timezone Provided)
About the role
The daily function of the Senior Quality Program Manager will be to supervise the interactions between internal Zillow Group teams, vendor teams, and our customers. You will serve as a point of contact and subject matter expert on quality and customer experience for our greater operations team. You will research and provide data analytics to support the growth and development of the overall customer experience and ensure compliance.
Primary role function:
Execute and measure quality via our three primary outreach methods (Voice, Email, and SMS)
Consult against the key business process to improve both the operator and customer experience
Contribute to product and operations roadmap(s)
Build strategic relationships within Zillow Group business lines
Demonstrate several Business Intelligence tools including but not limited to natural language processing, speech analysis, CSAT, and CRM reporting
About the team
You will be part of the Quality Program team that conducts call/ticket audits, highlights coaching/behavioral opportunities, analyzes data trends, and relays information to business partners. We are a highly collaborative group, balancing investigative analysis with frontline feedback. Everyone on the team has the opportunity to learn from people in other disciplines.
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. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.
Who you are
Required:
2+ years of business operations, program management, coaching and leadership experience or quality management experience, in a fast-paced, scaling environment
Ability to adapt business processes quickly
Experience implementing success metrics for various business verticals
The success record of growing operator adoption to scalable processes and procedures
Outstanding teamwork and relationship building skills
Strong oral and written communication skills
Strong organization and time management skills
Strong business, quality assurance, analytical, and a customer-first mentality
Strong ability to complete ad-hoc analysis based on business need, while maintaining recurring programs
Strong Excel confidence
Preferred:
Mentoring, and training experience
Real Estate and Mortgage experience
Tableau, SQL experience
Gong or speech analysis software experience
Experience working in a remote environment