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Speech & Conversation Analytics Analyst - French & English (Remote, Any Location
Foundever
Contract type
Ongoing
Work mode
Remote
Experience
3 years
Job description
A hands-on individual contributor role analysing customer calls, recordings and transcripts with a speech/conversation analytics platform to support contact-centre operations and client analytics programmes. The analyst identifies call drivers, sentiment, quality gaps and compliance risks and presents recommendations in French and English.
At a glance
- Employment
- Full-time
- Work mode
- Remote
- Languages
- French – fluent, English – fluent
What you'll do
- Use speech/conversation analytics tools to analyse customer calls, recordings, transcripts and interaction data.
- Identify key customer contact drivers, recurring issues, repeat-contact themes, quality gaps, escalation triggers and operational improvement opportunities.
- Investigate trends relating to customer sentiment, silence/hold time, compliance, agent behaviour, call outcomes and service performance.
- Create, refine and maintain speech analytics categories, searches, keyword queries, rules, topics, scorecards or similar platform configurations.
- Translate analysis into practical, evidence-based recommendations for Operations, QA, Training, WFM and client stakeholders.
- Prepare and present insight reports, findings and recommendations in French and English.
- Work with QA and Operations teams to support agent coaching, calibration, quality improvement and customer-experience initiatives.
- Build or contribute to reports and dashboards combining interaction insights with contact-centre KPIs such as FCR, AHT, CSAT, QA, conversion, retention and churn.
- Manage multiple analysis requests and client deliverables in a remote, deadline-driven environment.
- Develop expertise in CallMiner and other relevant speech analytics capabilities and best practices.
What we're looking for
- Fluent French and English, written and spoken, with the ability to communicate professionally with stakeholders in both languages.
- Hands-on experience with a Speech Analytics, Interaction Analytics, Conversation Intelligence, Voice Analytics, or Speech-to-Text Analytics platform.
- Experience personally analysing customer calls, recordings or transcripts—not only managing a speech analytics project or team.
- Experience in a BPO, contact centre, customer service, customer experience, QA, collections, sales, retention or customer operations environment.
- Experience translating interaction insights into recommendations for operational improvement, quality, compliance, customer experience or agent performance.
- Confident presenting findings to internal stakeholders, operations leaders and/or external clients.
- Able to work independently in a fully remote environment.
- Available to work closely aligned to EST business hours.
- Based in a location compatible with the approved compensation range.
- Hands-on use of at least one comparable platform: CallMiner, Verint Speech Analytics, NICE Nexidia / NICE Enlighten, Genesys Cloud Speech & Text Analytics, Observe.AI, Talkdesk Interaction Analytics, Amazon Connect Contact Lens, Google CCAI Insights, Salesforce Einstein Conversation Insights, Qualtrics Conversation / Text Analytics, or other enterprise speech, voice, conversation or interaction an
Nice to have
- Experience building speech categories, keyword searches, queries, topics, rules, scorecards or automated QA workflows.
- Experience with Power BI, Excel, Tableau or another reporting/visualisation tool.
- Experience in QA, quality management, compliance, customer experience, operations or WFM.
- Experience supporting French-language or Canadian French-language customer interactions.
- Arabic or another additional language.
- Experience in client-facing BPO or outsourced contact-centre environments.
- CallMiner experience.
Benefits
- Fully remote, international role with EST-aligned working hours.
- Direct exposure to client stakeholders, operations leaders and enterprise contact-centre programmes.
- Opportunity to work with enterprise speech analytics technology, including CallMiner.
- High-impact work improving customer experience, quality, compliance and operational performance.
- Competitive USD compensation within the target markets.
- Opportunity to deepen specialist expertise in the growing speech and conversation analytics field.