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H&R Block
H&R Block
B2BB2CFinanțe
H&R Block este o companie americană de servicii financiare axată pe pregătirea declarațiilor fiscale, contabilitate și soluții conexe pentru consumatori și întreprinderi mici. Înființată în 1955, compania combină birouri fiscale cu activitate de retail, operațiuni de franciză și platforme digitale pentru a sprijini depunerea declarațiilor fiscale și profesioniștii din domeniul fiscal, oferind și servicii precum evidență contabilă și salarizare pentru întreprinderi mici, avansuri pentru rambursări și carduri preplătite. Activitatea sa acoperă domeniile financiar și serviciile destinate consumatorilor și companiilor, iar echipele sale susțin atât experiențele clienților în persoană, cât și pe cele online.
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Locurile de muncă ale companiei

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.

USStatele Unite ale AmericiiMOMissouri
62.800 $ – 94.200 $ / an
RemoteNormă întreagăJuniorNivel mediuLimbă Obligatorie: englezăAnalist de afaceri

Descriere

  • 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

Cerințe

  • 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

Beneficii

  • 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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