Note: The job is a remote job and is open to candidates in USA. H&R Block is a tax services company seeking a Business Analyst, Agent Quality to support its Customer Care Organization. The role analyzes contact center performance data, develops dashboards and reports, collaborates with stakeholders on quality initiatives, and translates insights into actions that improve customer experience and agent effectiveness.
Responsibilities
- Deep dive into performance data, uncover trends and help shape the definition of excellence
- Collaborate with internal and external stakeholders to drive quality initiatives that align with business goals
- Work with partners to develop and maintain end user dashboards, reports and quality trend tracking
- Assist in the design and implementation of quality improvement initiatives
- Present findings and track success over time
Skills
- Bachelor's degree in a related field or the equivalent through a combination of education and related work experience
- 2+ years of experience in a call center or customer service environment
- Proficiency in data tools (e.g., Excel, CoPilot)
- Familiarity with contact center operations, KPIs, and quality assurance processes
- Demonstrated ability to analyze call center metrics (e.g., CSAT, FCR, AHT, QA scores) and translate data into actionable insights
- Strong ability to interpret performance data and communicate actionable insights effectively to stakeholders
- Ability to assess downstream impacts of changes and communicate effectively with stakeholders
- Familiarity with CRM systems (e.g., NiCE systems, Nexidia)
- Proven experience working with Quality Assurance teams to analyze agent performance and customer interactions
- Experience supporting process improvement initiatives and identifying trends that impact customer experience and agent effectiveness
- Experience gathering and documenting business requirements for QA tools, scorecards, and reporting dashboards
- Experience collaborating with cross-functional teams, including Operations, Training, Workforce Management, and IT
Benefits
- Remote work
- Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage
- Participation in the H&R Block Retirement Savings Plan (401(k) Plan)
- Employee Assistance Program
- (Virtual) fitness center programs
- Associate discount program
- Automatic enrollment in Business Travel Accident Insurance
- Associate Tax Prep benefit
- Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.
Company Overview
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