What you'll do...
The Customer Care Lead Business Analyst – SMB on the Process Excellence team plays a critical role in identifying, designing, and optimizing operational processes that enable frontline agents to deliver seamless customer experiences. This role reports directly to the Manager of Process Excellence and is responsible for building and maintaining the knowledge, content, and training infrastructure that powers Wave and SMB customer support. This role sits within H&R Block's Customer Care Enablement organization and serves as the primary partner for Wave support operations – working closely with Wave Customer Support leadership, product, and key cross-functional stakeholders within the SMB organization to ensure agents, content, and self-serve tools resolve customer issues effectively.
Day to day, you’ll…
Agent Knowledge, Training, & Quality
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Own Wave customer support knowledge base by creating, maintaining, and improving content as the SMB product evolves.
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Design and run new agent onboarding and identify opportunities to improve agent ramp times
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Partner with Wave Support Operations Manager to identify knowledge gaps from escalations, QA findings, and feedback from customers and close them
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Own the Wave customer support quality program, including scorecard administration, quality trend analysis, calibration activities, and identification of coaching opportunities in partnership with Customer Care Quality & Analytics.
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Monitor and analyze key operational and quality metrics