Senior QA Analyst - CRM

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.

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