Sr. Business Analyst, Agent Performance Quality

Our Company
We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It's an exciting time to be a part of H&R Block

What you'll do...
Are you passionate about turning data into insights and action? As a
Senior Business Analyst
who focuses on agent performance quality, you'll play a pivotal role in shaping how we deliver exceptional customer experiences. This high-impact position leads advanced analytics initiatives, identifies enterprise-wide trends, and delivers actionable insights that elevate agent performance and customer experience.

Beyond performance measurement, this role defines excellence and empowers teams to consistently exceed expectations. You'll collaborate with cross-functional partners and senior leadership to align quality strategies with business objectives, ensuring our standards surpass benchmarks.

We're seeking a sharp, analytical thinker with deep contact center expertise, strong stakeholder engagement skills, and a passion for driving meaningful changes across the Customer Care organization.

Day to day, you'll...

• 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.

Education
What you'll bring to the team...
Bachelor's degree in Business, Analytics, or a related field; Master's degree preferred.

Work Experience

• 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.

It would be even better if you also had...

• 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.

Why work for us
Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You'll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being.

Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit
Equal Opportunity Employer
: H&R Block does not tolerate discrimination based on a person's race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.

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
$89, $134,700.00/Yr.