Senior QA Analyst - CRM

H&R Block•UNAVAILABLE, Missouri

About The Position

At H&R Block, the Senior QA Analyst - CRM is responsible for ensuring the quality, accuracy, and successful delivery of customer communications across email and CRM marketing channels. This role combines quality assurance expertise with a deep understanding of marketing operations, validating customer-facing communications before deployment to ensure a seamless customer experience and adherence to business requirements. This role partners closely with CRM Operations, CRM Strategy, Email Design, Copywriting, Go-to-Market (GTM), Data Management, Analytics, and Technology teams to verify campaign readiness and execution quality. The QA Analyst leverages testing methodologies, quality standards, and platform expertise to identify issues, mitigate risk, and ensure campaigns are delivered accurately across Salesforce Marketing Cloud (SFMC), Adobe Journey Optimizer (AJO), and related CRM technologies.

Requirements

Bachelor's degree in Marketing, Business, Information Systems, Communications, Computer Science, or a related field
5+ years of experience in quality assurance, marketing operations, CRM execution, digital marketing, or related disciplines
Experience testing email campaigns, customer journeys, marketing automation workflows, or CRM communications
Familiarity with Salesforce Marketing Cloud (SFMC), Adobe Journey Optimizer (AJO), or similar marketing automation platforms
Understanding of CRM campaign execution processes, customer lifecycle marketing, and email marketing best practices
Experience validating email rendering, personalization, dynamic content, links, audience targeting requirements, and campaign functionality
Strong attention to detail with the ability to identify defects and maintain high quality standards in a fast-paced environment
Experience working cross-functionally with marketing, creative, copywriting, operations, data, and technology teams
Knowledge of QA methodologies, test planning, test cases, defect tracking, and root cause analysis

Nice To Haves

Experience with email testing and validation tools such as Litmus, Email on Acid, or similar solutions is a plus
Experience supporting high-volume, seasonal, or regulated marketing programs is a plus
QA, marketing technology, or CRM platform certifications are a plus

Responsibilities

Perform end-to-end quality assurance reviews for CRM campaigns, including email, customer journeys, triggered communications, and promotional campaigns
Validate campaign builds within Salesforce Marketing Cloud (SFMC), Adobe Journey Optimizer (AJO), and related marketing technology platforms
Review email content, layouts, links, personalization, dynamic content, targeting requirements, and customer experiences for accuracy and completeness
Partner with CRM Operations teams to ensure campaign requirements are implemented correctly and align with approved business specifications
Collaborate with Email Design Leads to validate design fidelity across templates, modules, devices, browsers, and email clients
Work closely with Copywriting teams to ensure content is accurate, approved, and free of grammatical, formatting, and brand compliance issues
Validate audience targeting and campaign requirements in partnership with Data Management teams
Execute comprehensive testing of customer journeys, triggered communications, decision logic, and deployment workflows
Verify tracking parameters, reporting requirements, suppression logic, and campaign configurations prior to launch
Identify, document, prioritize, and communicate defects, risks, and quality concerns to cross-functional stakeholders
Support user acceptance testing (UAT) and production readiness reviews for CRM campaigns and enhancements
Maintain QA documentation, testing procedures, defect logs, and quality standards
Participate in campaign launch reviews and post-launch validation activities.
Collaborate with GTM, Technology, and Analytics teams to resolve production issues and improve quality processes
Identify opportunities to enhance testing efficiency, quality controls, and campaign execution processes
Stay current on CRM platform functionality, email marketing best practices, and quality assurance methodologies