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.

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

• 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…