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H&R Block
H&R Block
B2BB2CFinance
H&R Block is a U.S.-based financial services company focused on tax preparation, accounting, and related consumer and small-business solutions. Founded in 1955, the company combines retail tax offices, franchise operations, and digital platforms to support tax filing and tax professionals, along with services such as small-business bookkeeping and payroll, refund advances, and prepaid cards. Its work spans finance, business-to-consumer, and business-to-business services, with teams supporting both in-person and online customer experiences.
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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.

USUnited StatesMOMissouri
$62,800 – $94,200 / year
RemoteFull-timeJuniorMiddleEnglish RequiredBusiness Analyst

Description

  • 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

Requirements

  • 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

Benefits

  • 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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