Performance Assurance Analyst
Sedgwick
Quality Insight and Sentiment Analyst
Zillow
full-time
Posted on:
Location Type: Remote
Location: Remote • California, Connecticut, District of Columbia, Maryland, Massachusetts, New Jersey, New York, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $70,500 - $112,500 per year
Job Level
Junior
About the role
- 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.
Requirements
- 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
Benefits
- Comprehensive medical, dental, vision, life, and disability coverages
- Parental leave
- Family benefits
- Retirement contributions
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
RCA frameworks5 WhysFishboneParetodata analysissentiment analysisperformance metricsCX measurementAI model accuracybehavioral research
Soft skills
analytical fluencycollaborationcommunicationcoachingreportingproblem-solvingattention to detailcritical thinkingnarrative developmentactionable recommendations
