Bank of America Client Quantitative Analyst I in Jacksonville, Florida
Responsible for acquiring, managing, and transforming data into meaningful information that supports BAC’s Contact Center Channels (IVR & Agent). This role will report to the manager of Contact Center Channel Analytics.
The primary focus will be on driving analytical methods to understand Contact Center customer traffic, including which customers interact with the IVR and Agent, why they call, and how often they call.
Identify opportunities for agent call reduction through digital adoption, usage of self-service channels, enhancements in routing, and improvements in call resolution.
Execute 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.
Communicating study options, their tradeoffs and results in a clear and concise manner.
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 results to multiple teams and business partners.
Self-managing large efforts by breaking down work and communicating timelines to stakeholders
Bachelors Degree in Finance, Math, Statistics, Computer Science or related analytical field and/or equivalent work experience
2+ years experience in applied statistical analysis (DOE/observational studies) and/or model development.
2+ years experience in a marketing or business strategy role.
Excellent communication skills (written and verbal).
Proficient in R or 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
Banking /Finance/Marketing work experience.
Knowledge and usage of key data stores (e.g. W data warehouse)
SAS Enterprise Guide, Enterprise Miner, JMP, Regular Expressions
Posting Date : 09/14/2017
Location : US-FL-Jacksonville, US-NC-Charlotte
Travel : Yes, 5% of the time
Full / Part-time : Full time
Hours Per Week : 40
Shift : 1st shift
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