Business Analyst, Agent Quality

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Conduct thorough analyses of performance data to identify trends and help define excellence.

• Collaborate with both internal and external stakeholders to advance quality initiatives in line with business objectives.

• Partner with teams to create and sustain end-user dashboards, reports, and quality trend monitoring.

• Aid in the design and execution of quality improvement initiatives.

• Present insights and monitor success over time.

• Convert performance insights into strategies that enhance customer experience and improve agent effectiveness.

• Foster data-driven decision-making for improved outcomes across the Customer Care Organization.

⛳️ Requirements

• A Bachelor’s degree in a relevant field or equivalent experience gained through education and related work.

• Over 2 years of experience in a call center or customer service setting.

• Proficiency in data analysis tools (e.g., Excel, CoPilot).

• Understanding of contact center operations, KPIs, and quality assurance processes.

• Proven ability to analyze call center metrics (e.g., CSAT, FCR, AHT, QA scores) and convert data into actionable insights.

• Strong skills in interpreting performance data and effectively communicating actionable insights to stakeholders.

• Capability to evaluate downstream impacts of changes and maintain effective communication with stakeholders.

• Familiarity with CRM systems (e.g., NiCE systems, Nexidia).

• Established experience collaborating with Quality Assurance teams to evaluate agent performance and customer interactions.

• Experience in supporting process improvement initiatives and identifying trends that influence customer experience and agent effectiveness.

• Background in gathering and documenting business requirements for QA tools, scorecards, and reporting dashboards.

• Experience working with cross-functional teams, including Operations, Training, Workforce Management, and IT.

🏝️ Benefits

• Medical and prescription drug coverage for employees and eligible dependents.

• H&R Block Retirement Savings Plan (401(k) Plan).

• Employee Assistance Program.

• Access to (Virtual) fitness center programs.

• Associate discount program.

• Business Travel Accident Insurance.

• Associate Tax Prep benefit.

• Competitive salary.

• Comprehensive benefits package.

• Support for life both in and outside of the workplace.

• Ongoing learning opportunities.

• Incentive compensation or short-term incentive plans may provide additional earnings.