Note: The job is a remote job and is open to candidates in USA. H&R Block is a tax services company seeking a Senior QA Analyst - CRM to ensure the quality, accuracy, and successful delivery of customer communications across email and CRM marketing channels. The role validates CRM campaigns, customer journeys, content, targeting, tracking, and deployment workflows while collaborating with cross-functional teams to identify defects, support testing, and improve campaign execution processes.
Responsibilities
- Perform end-to-end quality assurance reviews for CRM campaigns, including email, customer journeys, triggered communications, and promotional campaigns
- Validate campaign builds within Salesforce Marketing Cloud (SFMC), Adobe Journey Optimizer (AJO), and related marketing technology platforms
- Review email content, layouts, links, personalization, dynamic content, targeting requirements, and customer experiences for accuracy and completeness
- Partner with CRM Operations teams to ensure campaign requirements are implemented correctly and align with approved business specifications
- Collaborate with Email Design Leads to validate design fidelity across templates, modules, devices, browsers, and email clients
- Work closely with Copywriting teams to ensure content is accurate, approved, and free of grammatical, formatting, and brand compliance issues
- Validate audience targeting and campaign requirements in partnership with Data Management teams
- Execute comprehensive testing of customer journeys, triggered communications, decision logic, and deployment workflows
- Verify tracking parameters, reporting requirements, suppression logic, and campaign configurations prior to launch
- Identify, document, prioritize, and communicate defects, risks, and quality concerns to cross-functional stakeholders
- Support user acceptance testing (UAT) and production readiness reviews for CRM campaigns and enhancements
- Maintain QA documentation, testing procedures, defect logs, and quality standards
- Participate in campaign launch reviews and post-launch validation activities
- Collaborate with GTM, Technology, and Analytics teams to resolve production issues and improve quality processes
- Identify opportunities to enhance testing efficiency, quality controls, and campaign execution processes
- Stay current on CRM platform functionality, email marketing best practices, and quality assurance methodologies
Skills
- Bachelor's degree in Marketing, Business, Information Systems, Communications, Computer Science, or a related field
- 5+ years of experience in quality assurance, marketing operations, CRM execution, digital marketing, or related disciplines
- Experience testing email campaigns, customer journeys, marketing automation workflows, or CRM communications
- Familiarity with Salesforce Marketing Cloud (SFMC), Adobe Journey Optimizer (AJO), or similar marketing automation platforms
- Understanding of CRM campaign execution processes, customer lifecycle marketing, and email marketing best practices
- Experience validating email rendering, personalization, dynamic content, links, audience targeting requirements, and campaign functionality
- Strong attention to detail with the ability to identify defects and maintain high quality standards in a fast-paced environment
- Experience working cross-functionally with marketing, creative, copywriting, operations, data, and technology teams
- Knowledge of QA methodologies, test planning, test cases, defect tracking, and root cause analysis
- Experience with email testing and validation tools such as Litmus, Email on Acid, or similar solutions is a plus
- Experience supporting high-volume, seasonal, or regulated marketing programs is a plus
- QA, marketing technology, or CRM platform certifications are a plus
Benefits
- Remote work arrangement
- Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage
- H&R Block Retirement Savings Plan (401(k) Plan)
- Employee Assistance Program
- (Virtual) fitness center programs
- Associate discount program
- Business Travel Accident Insurance
- Associate Tax Prep benefit
Company Overview
Company H1B Sponsorship