Speech Analyst

About Us

We are seeking a dynamic and experienced Speech Analyst to support the next phase of growth and innovation for Foundever’s markets. The ideal candidate will be an analytical thinker, naturally inquisitive, with exceptional problem-solving skills. In this role, you will combine industry knowledge with your technical capabilities to deliver speech analytics programs for our clients. As part of the wider Analytics and Insight community, you will leverage your expertise in data analysis with strong stakeholder management skills to deliver high impact analysis and gain the buy-in of the business, our operations and our clients.

Job Summary

Key Responsibilities:

Data Analysis

• Lead analyst for the delivery of speech analytics managed services
• Strong understanding of Call miner platform setup & configuration
• Development and delivery of presentations to client and internal teams, translating complex analysis into clear, actionable recommendations.
• Work with our BI & reporting teams to fine tune insight dashboards, reports, and visualizations in Power BI.

Stakeholder Management

• Partner with clients to understand business objectives and translate them into analytical & insight solutions.
• Present the findings of your analysis to stakeholders
• Act as a trusted advisor to both operations and our clients, helping them leverage data to achieve their goals.
• Collaborate closely with the Data Science & Engineering, Insight and analytics teams.

Your profile & experience:

• 2+ years of experience in a speech analytics role
• 2+ years experience working with contact centre data is essential
• Fluent in English and French
• Hands on expertise with Call miner analyst and coach modules is a must
• Intermediate knowledge of Power BI data visualisation
• Strong communication skills, both written and verbal, with an ability to influence stakeholders.
• Excellent problem-solving skills and critical thinking ability.
• Ability to work independently and manage multiple projects in a fast-paced environment.

Primary Job Responsibilities

Skills/Knowledge/Abilities

Education

Experience Target

Specialized Certifications