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H&R Block
H&R Block
B2BB2CMoliya
H&R Block — soliq deklaratsiyalarini tayyorlash, buxgalteriya hisobi hamda iste’molchilar va kichik biznes uchun tegishli yechimlarga ixtisoslashgan AQSh moliyaviy xizmatlar kompaniyasi. 1955-yilda tashkil etilgan kompaniya soliq topshirish jarayoni va soliq mutaxassislarini qo‘llab-quvvatlash uchun an’anaviy soliq ofislarini, franshiza faoliyatini va raqamli platformalarni birlashtiradi. Uning xizmatlari qatoriga kichik biznes uchun buxgalteriya hisobi va ish haqi hisob-kitobi, soliq qaytimini oldindan berish hamda oldindan to‘langan kartalar kabi yechimlar ham kiradi. Kompaniya moliya, biznesdan iste’molchiga va biznesdan biznesga xizmatlar sohalarida faoliyat yuritadi, jamoalari esa mijozlarga oflayn va onlayn xizmat ko‘rsatish tajribasini qo‘llab-quvvatlaydi.
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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.

USAmerika Qo‘shma ShtatlariMOMissuri
62 800 $ – 94 200 $ / yil
MasofaviyTo‘liq stavkaJuniorO‘rta darajaTalab Qilinadigan Til: inglizchaBiznes tahlilchisi

Tavsif

  • 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

Talablar

  • 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

Imtiyozlar

  • 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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