Business Analyst, Agent Quality

About the Role

Are you someone who likes turning data into actions that help shape the future of customer care? As a Business Analyst on our Agent Quality & Analytics Team, you’ll play a key role in transforming performance insights into strategies that elevate customer experience and boost agent effectiveness. This role is about more than analyzing numbers. It’s about defining what excellence looks like and empowering teams to deliver it with confidence and consistency.

You’ll be a catalyst for data driven decisions and stronger outcomes across the Customer Care Organization.

We’re looking for someone with sharp analytical skills, a passion for process improvement, and a solid understanding of contact center operations. If you thrive in a fast-paced environment and love making a measurable impact, this is the role for you.

Day to day, you'll...

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.

• Required Qualifications
• 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

Preferred Qualifications

• 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
• Why work for us
• At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.
• That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.

Pay Range Information

The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.

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.

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.

Pay Range

$62,800.00 - $94,200.00/Yr.

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Responsibilities

• Are you someone who likes turning data into actions that help shape the future of customer care? As a Business Analyst on our Agent Quality & Analytics Team, you’ll play a key role in transforming performance insights into strategies that elevate customer experience and boost agent effectiveness. This role is about more than analyzing numbers. It’s about defining what excellence looks like and empowering teams to deliver it with confidence and consistency. You’ll be a catalyst for data driven decisions and stronger outcomes across the Customer Care Organization.
• We’re looking for someone with sharp analytical skills, a passion for process improvement, and a solid understanding of contact center operations. If you thrive in a fast-paced environment and love making a measurable impact, this is the role for you.
• Day to day, you'll...
• 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.

Qualifications

• 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