Senior QA Analyst - CRM

H&R Block, Inc.; Northern (KY); Hybrid; USD 73,000 - 110,000; Full time

Job summary

H&R Block, Inc. is seeking a Senior QA Analyst - CRM to ensure quality and accuracy of customer communications across email and CRM marketing channels. You’ll validate campaigns in SFMC, AJO, and related tools, working with cross‑functional teams to verify design, content, targeting, and deployment readiness.

You will document defects, support UAT, and contribute to continuous improvement of testing processes in a fast‑paced tax services environment.

Qualifications

• Bachelor's degree in a related field.
• 5+ years of experience in quality assurance or CRM-related roles.
• Experience testing email campaigns, journeys, and CRM communications.
• Familiarity with SFMC, AJO, or similar platforms.
• Understanding of CRM campaign execution and email marketing best practices.

Responsibilities

• Perform end-to-end QA reviews for CRM campaigns and journeys.
• Validate builds in SFMC, AJO, and related platforms.
• Review email content, layouts, links, and personalization for accuracy.
• Collaborate with CRM Ops to align with business specs.
• Ensure design fidelity across templates and email clients.
• Validate audience targeting and campaign requirements with Data Management.
• Execute testing of customer journeys, deployment workflows.
• Verify tracking, reporting, suppression, and configurations before launch.
• Document defects and communicate risks to stakeholders.
• Support UAT and production readiness reviews.
• Maintain QA docs and testing procedures.
• Participate in launch reviews and post-launch validation.
• Collaborate with GTM, Technology, Analytics to resolve issues.
• Identify opportunities to improve testing efficiency.
• Stay current on CRM platform functionality and QA methodologies

Skills

Quality assurance

SFMC

Adobe Journey Optimizer

CRM campaigns

Attention to detail

Education

Bachelor's degree in Marketing

Bachelor's degree in Business

Bachelor's degree in Information Systems

Bachelor's degree in Computer Science

Tools

Litmus

Email on Acid

Job description

About the Role

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.

Day to day, you'll...

• 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

Required Qualifications

• 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
• 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

Why work for us

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation. That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well‑being through competitive pay, comprehensive benefits, and support for life both in and outside of work.

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

$73,400.00 - $110,100.00/Yr.