H&R Block · 16 hours ago
Sr. Business Analyst, Agent Performance Quality
United States
Full-time
Remote
Mid, Senior Level
$90K/yr - $135K/yr
5+ years expH&R Block is dedicated to providing help and inspiring confidence in their clients and communities. As a Senior Business Analyst focusing on agent performance quality, you will lead advanced analytics initiatives, identify trends, and deliver insights to enhance customer experiences and agent performance.
ConsultingRetailService IndustryTax Preparation
Responsibilities
Lead in-depth analysis of performance metrics and behavioral trends to identify strategic opportunities and successes
Present and deliver clear, data-driven insights to senior stakeholders through presentations and executive summaries
Partner with QA specialists, operational teams, and leadership to develop and implement targeted quality improvement initiatives
Translate business objectives into actionable requirements for QA processes, tools, and reporting systems
Mentor junior analysts and contribute to the development of quality analytic team functions
Design, build, and maintain advanced dashboards and reporting tools to monitor quality performance and business impact
Qualification
Required
Bachelor's degree in Business, Analytics, or a related field
Minimum 5 years of experience in business analysis, including at least 3 years within a contact center or customer service environment
Demonstrated success in leading cross-functional initiatives and influencing strategic decision-making
Strong understanding of contact center key performance indicators, quality assurance methodologies, and customer experience metrics
Proven ability to interpret complex data sets and communicate actionable insights to senior stakeholders
Experience assessing downstream impacts of operational changes and guiding teams through change management processes
Advanced proficiency in Microsoft Excel
Preferred
Master's degree
Familiarity with CRM platforms such as NiCE Systems, Nexidia, and Salesforce
Professional certifications in process improvement methodologies, including COPC or Six Sigma (Green Belt or higher)
Proven experience mentoring junior analysts and contributing to the development of team-wide best practices
Benefits
Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage
Can participate in the H&R Block Retirement Savings Plan (401(k) Plan)
The Employee Assistance Program
(virtual) fitness center programs
And the associate discount program
Are automatically enrolled in Business Travel Accident Insurance
And receive Associate Tax Prep benefit
Company
H&R Block
H&R Block is a tax solutions provider that offers tax returns, filings, and advisory services for individuals and businesses. It is a sub-organization of Ameriprise Financial.
10001+ employees
H1B Sponsorship
H&R Block has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-01-13IPO
Leadership Team
Andy Phillips
Vice President - The Tax Institute at H&R Block
George Agurkis
Vice President, Government Relations
Recent News
2026-01-17
2026-01-15
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