1+ months

Client Quantitative Analyst I

Pennington, NJ 08534
**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 BACs 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).

**Posting Date** : 08/08/2019

**Location** :


Boston, MA, 100 FEDERAL ST (MA5100),

Pennington, NJ, Princeton Place at Hopewell Bldg. 5, 1500 AMERICAN BLVD,


- United States

**Travel** : No

**Full / Part-time** : Full time

**Hours Per Week** : 40

**Shift** : 1st shift

**Assistance for Applicants with Disabilities**

Bank of America is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please visit the Applicants with Disabilities page at http://careers.bankofamerica.com/us/applicants-with-disabilities .

**Diversity & Inclusion**

At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

**Frequently Asked Questions**

Need to know how to apply online, view a list of your submitted job applications or reset your password? Visit our FAQ at http://careers.bankofamerica.com/us/faq section for answers to these questions and more.


  • Banking / Finance
Posted: 2019-08-12 Expires: 2019-11-22

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Client Quantitative Analyst I

Bank of America
Pennington, NJ 08534

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