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Client Quantitative Analyst I

Bank of America | Wilmington DE 19884 USA | Full Time | Posted: 09/17/2019

Job Descriptiontop

Job Description:

This position is a Quantitative Analyst role on the Contact Center Analytics Team within our Client and Sales Analytics organization. The Contact Center Analytics Team provides analytical insights needed to understand customer behaviors as it relates to servicing our Consumer & Small Business customers through the Contact Center Channels.

This includes:
• Acquiring, managing, and transforming data into meaningful insights that support BAC’s Contact Center Channels (IVR & Agent).
• Executing analysis to understand Contact Center customer traffic, including which customers interact with the IVR and Agent, why they call, and how often they call.
• Identifying opportunities for agent call reduction through usage of self-service channels, enhancements in routing, and improvements in call resolution.
• Executing observational studies to identify key drivers of customer Contact Center channel engagement and improve customer experience.
• Independently seeking and gathering relevant study information, via discussions with subject matter experts, analytics peers, or internal/external research.
• Collaborating with multiple functional groups including analytics, model risk management, legal, compliance, and technology.
• Managing and prioritizing tasks, delivering high quality analyses, completing project documentation, and presenting conclusions, implications, and actionable recommendations to multiple teams and business partners.
• Self-managing large efforts by breaking down work and communicating timelines to stakeholders.
• Identifying innovative uses of customer data to target high-value business opportunities and drive improved performance

Required skills:
• Bachelors Degree in finance, math/statistics, or computer science or related analytical field preferred.
• 2+ years experience in applied statistical analysis (e.g. DOE/observational studies) and/or model development.
• 2+ years experience in a marketing or business strategy role.
• Excellent communication skills (both written & verbal).
• Proficient in R, Python, SQL, MS Excel and PowerPoint.
• Ability to navigate complex data environments and manipulate large data sets to identify relevant insights.
• Ability to work in a team environment as well as independently.
• Self-motivation, self-direction, organizational skills and the ability to manage multiple priorities without sacrificing quality or timelines.
• Attention to detail.

Desired skills:
• Banking / Finance / Marketing work experience.
• Contact Center experience.
• Business Intelligence (BI) tools (e.g. Tableau).
• Text Analytics experience (e.g. NLP).
• Machine Learning experience (e.g. Gradient Boosted Trees).


1st shift (United States of America)

Hours Per Week:


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Location Wilmington, DE, 19884, United States
Categories Education/Instructor/Training

Location Maptop

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Job Code 19051868-3

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