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.
Senior Business Analyst, Customer Care – H&R Block (Missouri Remote)
Lead analytics and process improvement for H&R Block’s contact center operations. Improve agent workflows, support tools, automation, and service performance through cross-functional partnership.
Description
- Drive process improvements across contact center operations, including agent workflows, SOPs, and support tools
- Review performance data to identify trends and recommend targeted improvements
- Gather requirements from stakeholders and document process and system needs
- Keep process maps, SOPs, and knowledge articles accurate and current
- Support automation and intelligent process design initiatives involving RPA and Salesforce integrations
- Partner with teams across the business to align processes with service standards and organizational goals
- Present analysis and recommendations to team leads and managers to inform decisions
- Help develop team playbooks and share proven operating practices
- Track process changes after implementation and help evaluate their effects
- Follow industry developments and recommend applicable best practices
Requirements
- Bachelor’s degree in business administration, operations, or a related discipline, or equivalent professional experience
- At least five years of business analysis experience, ideally in contact center or customer care operations
- Strong analytical ability with experience turning data into practical recommendations
- Working knowledge of service and quality measures including SLA, CpR, CES, and Agent Quality Score
- Experience with Excel, Power BI, and tools used for process documentation
- Exposure to Salesforce, RPA platforms, or knowledge management systems is beneficial
- A continuous improvement orientation and a cooperative approach to solving problems
- Effective communication and stakeholder relationship skills
- Ability to balance competing priorities in a fast-changing work environment
Benefits
- Competitive compensation
- Medical and prescription drug coverage for eligible associates and dependents
- H&R Block 401(k) retirement savings plan
- Employee Assistance Program
- Virtual fitness center programs
- Associate discount program
- Business Travel Accident Insurance
- Associate tax preparation benefit
- Possible eligibility for incentive compensation or short-term incentive plans