Business Analyst, Agent Quality

H&R Block•Remote, MO

3d•$62,800 - $94,200•Remote

About The Position

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.

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

Nice To Haves

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

Responsibilities

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.