H&R Block · 2 days ago
Sr. Business Analyst, Agent Performance Quality
United States
Full-time
Remote
Senior Level
$90K/yr - $135K/yr
5+ years expH&R Block is a leader in tax preparation and financial services, and they are seeking a Senior Business Analyst focused on agent performance quality. This role involves leading advanced analytics initiatives, collaborating with cross-functional partners, and delivering actionable insights to enhance customer experience.
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
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
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
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
2026-01-23
2026-01-17
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