H&R Block
H&R Block
H&R Block अमेरिका स्थित एक वित्तीय सेवा कंपनी है, जो कर तैयारी, लेखांकन और उपभोक्ताओं तथा छोटे व्यवसायों के लिए संबंधित समाधानों पर केंद्रित है। 1955 में स्थापित यह कंपनी कर दाखिल करने और कर पेशेवरों की सहायता के लिए खुदरा कर कार्यालयों, फ्रैंचाइज़ संचालन और डिजिटल प्लेटफ़ॉर्म को एक साथ लाती है। इसके अतिरिक्त, यह छोटे व्यवसायों के लिए बहीखाता और पेरोल सेवाएँ, रिफंड अग्रिम तथा प्रीपेड कार्ड जैसी सेवाएँ भी प्रदान करती है। इसका कार्य वित्त, व्यवसाय-से-उपभोक्ता और व्यवसाय-से-व्यवसाय सेवाओं तक फैला है, जिसमें टीमें व्यक्तिगत और ऑनलाइन ग्राहक अनुभवों का समर्थन करती हैं।

Remote Business Analyst, Agent Quality - Missouri

Analyze contact center performance at H&R Block to improve agent quality and customer care. Turn operational data into dashboards, quality initiatives, and measurable service improvements.

विवरण

  • Analyze performance data to identify trends and help define quality standards
  • Partner with internal and external stakeholders on quality initiatives tied to business objectives
  • Create and maintain user-facing dashboards, reports, and quality trend tracking with business partners
  • Support the design and implementation of initiatives that improve quality
  • Present analytical findings and monitor results over time
  • Convert performance insights into strategies that strengthen customer experience and agent effectiveness
  • Promote data-informed decisions and improved outcomes across the Customer Care Organization

आवश्यकताएँ

  • Bachelor’s degree in a related discipline, or an equivalent combination of education and relevant work experience
  • At least 2 years of experience in a call center or customer service setting
  • Proficiency with data tools such as Excel and CoPilot
  • Understanding of contact center operations, key performance indicators, and quality assurance practices
  • Ability to analyze call center measures such as CSAT, FCR, AHT, and QA scores and turn findings into practical recommendations
  • Strong data interpretation skills and the ability to clearly communicate useful insights to stakeholders
  • Ability to evaluate the downstream effects of changes and explain them effectively to stakeholders
  • Familiarity with CRM platforms such as NiCE systems and Nexidia
  • Experience partnering with Quality Assurance teams to assess agent performance and customer interactions
  • Experience contributing to process improvement work and recognizing trends that affect customer experience and agent effectiveness
  • Experience collecting and documenting business requirements for QA tools, scorecards, and reporting dashboards
  • Experience working cross-functionally with Operations, Training, Workforce Management, and IT

लाभ

  • Medical and prescription drug coverage for associates and eligible dependents
  • Access to the H&R Block Retirement Savings Plan (401(k))
  • Employee Assistance Program
  • Virtual fitness center programs
  • Associate discount program
  • Business Travel Accident Insurance
  • Associate Tax Prep benefit
  • Competitive compensation
  • Comprehensive benefits package
  • Support for personal and professional life needs
  • Ongoing learning and development opportunities
  • Incentive compensation or short-term incentive plans may provide additional earnings

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