Quantitative Analyst II

For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued.

We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong.

What you will be doing:

The Sr Quantitative Analyst performs analysis of key performance measures in domains related to product, operations, and customer experience. Unlocks opportunities leveraging quality data to inform product and operational leaders. Experienced at analyzing data and presenting a compelling, insightful analysis that drives business decisions. Develops easy to understand data visualization of trends and variances from decision making. Develops alarm/alert systems using control charts and other statistical techniques. Applies advanced analytics to include machine learning techniques to improve customer experience and reduce cost per service event. Serves as a consultant to business process owners and provides actionable insights that facilitate decision making and drive financial performance.

Essential Duties and Responsibilities:

• Analyzes customer engagement across channels to identify opportunities to personalize and drive better outcomes (customer retention, NPS, etc).
• Analyzes sales data across channels to identify what resonates with customers, why they buy, when & why they leave services. Use these learnings into meaningful recommendations within the product or help coach sales agents.
• Employs data analysis techniques and methods to build varied regression and classification models for defect identification and process optimization.
• Works with text analytics, channel analytics and web optimization efforts.
• Develops reporting based on business requirements, understanding of business processes, and knowledge of system logging to implement fully automated solutions.
• Work across the organization and build the knowledge base for overall business improvement.
• Visualize the movement of customers through and across channels (app, call center, voice self-service, web, email, on-line chat) and measure customer level of effort with effective data collection via SQL and other query languages to integrate data from multiple sources
• Ensure reports have the utmost data integrity and accuracy and verbally present results and implications to operational teams on a daily basis
• Serve as subject matter expert in analytics and support strategic projects that directly impacts customer, agent and coach experience.
• Analyze operational and financial metrics and identify statistically significant cause-and-effect relationships between key business drivers
• Present results to senior management in a clear, concise, and compelling manner
• Identify opportunities and recommend creative solutions to business problems through analytics.
  
  

Here’s what you’ll bring to the team:  

Soft/Leadership skills: 

• Active listener; strong communication - verbal and nonverbal
• Probes; good analysis; solves more detailed problems
• Manages time; self-directed in most work areas; assists others
• Builds relationships with teammates and establishes relationships with key stakeholders
• Detailed understanding of the products and services offered.
• Adaptable to change; can help support others through change
• Contributing team member and leverages relationships to advance work
• Provides peer to peer feedback and coaching to new team members
• Inspires peers through engagement, team support and continuous improvement.
• Accountable for own performance and supporting efforts of team, acting with a customer first mindset.
  
  

Education & Experience:

• Bachelor’s degree in MIS or Quantitative Disciplines (e.g., Statistics, Computer Science, Operations Research, Business Analytics)
• At least 3 years’ experience in using predictive analytics to solve business problems
• Experience using NLP methods in identification of sentiment, trends, context, and summarization.
• Strong understanding of databases, and query tools like DBeaver, SQL workbench
• Proficiency with SQL queries
• Excel and PowerPoint expertise
• Experience with visualization and presentation tools, mainly, Tableau, or Power BI
• Experience with statistical tools in Python (SciPy, NumPy, Pandas, scikitlearn) or R.
• Understanding of statistical concepts and experience in applying techniques (Random Forest, SVM, NLP)
• Experience with building data visualizations using tools such as Tableau, D3.js
• High-energy and a desire to work in a results oriented, fast-growth environment
• Intellectual curiosity, passion for problem-solving and comfort with ambiguity
• Superior quantitative and analytical skills, intellectual curiosity and a passion for achieving practical business impact
• Strong interpersonal skills including confidence in dealing with people at all levels of the organization, ability to manage intake, and present insights
  
  

We take care of you (benefits/perks):

• Competitive pay and benefits including health, dental, and vision
• Retirement savings plan
• Paid time off
• Continuing education support
• Ongoing training to grow your skills
  
  

NOTE: THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE. DUTIES, RESPONSIBILITIES, WORKING CONDITIONS, PHYSICAL DEMANDS, AND ACTIVITIES MY CHANGE OR NEW ONES MAY BE ASSIGNED AT ANY TIME WITH OR WITHOUT NOTICE.  

ASURION PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT AND PROHIBITS DISCRIMINATION AND HARASSMENT OF ANY TYPE WITHOUT REGARD TO RACE, COLOR, RELIGION, AGE, SEX, NATIONAL ORIGIN, DISABILITY STATUS, GENETICS, PROTECTED VETERAN STATUS, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE OR LOCAL LAWS. 

THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, RECALL, TRANSFER, LEAVES OF ABSENCE, COMPENSATION AND TRAINING.