Business Analyst, Agent Quality

🔥 12 hours ago

🏰 Missouri – Remote

🏰 Missouri – Remote

💵 $62.8k - $94.2k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Business Analyst

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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H&R Block

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1955

💸 Finance

👥 B2C

🤝 B2B

Finance • B2C • B2B

H&R Block is a U. S. -based tax preparation and financial services company that provides in-person and online tax filing, tax professionals, small business bookkeeping and payroll, and related financial products such as refund advances and prepaid cards. Founded in 1955, it operates retail tax offices, franchises, and digital platforms to serve consumers and small businesses with tax, accounting, and financial solutions.

📋 Description

• Deep dive into performance data, uncover trends, and help shape the definition of excellence • Collaborate with internal and external stakeholders to drive quality initiatives aligned with business goals • Work with partners to develop and maintain end user dashboards, reports, and quality trend tracking • Assist in designing and implementing quality improvement initiatives • Present findings and track success over time • Transform performance insights into strategies that elevate customer experience and boost agent effectiveness • Drive data-driven decisions and stronger outcomes across the Customer Care Organization

🎯 Requirements

• 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

• Medical and prescription drug coverage for associates and eligible dependents • 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 • Competitive pay • Comprehensive benefits • Support for life both in and outside of work • Continuous learning opportunities • Incentive compensation or short-term incentive plans may provide additional earnings