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.
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.
Tavsif
- 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
Talablar
- 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
Imtiyozlar
- 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