Speech Analyst

Poste

The Opportunity

We are looking for an experienced Speech Analyst – French Speaker to join our Analytics & Insight team. In this role, you will leverage speech analytics and contact center data to generate actionable insights, support operational excellence, and drive business performance.

Key Responsibilities

Data Analysis

Lead the delivery of speech analytics managed services.

Configure and optimize the CallMiner platform.

Analyze speech and interaction data to identify trends, opportunities, and areas for improvement.

Prepare and deliver insightful presentations to internal stakeholders and clients.

Collaborate with the BI & Reporting team to enhance dashboards and visualizations using Power BI.

Stakeholder Management

Partner with internal stakeholders to understand business needs and translate them into analytical solutions.

Present analysis findings and actionable recommendations.

Work closely with Operations, Analytics, Data Science & Engineering teams to support business objectives.

Act as a trusted advisor by providing data-driven insights to improve operational performance.

Profil recherché Applicants must meet the following requirements:

A minimum of 2 years of experience as a speech analyst or similar role

Candidates without relevant experience in speech analysis or a similar analytical role will not be considered for this position.

Good command of French and English, with excellent verbal and written communication skills.

No disciplinary sanctions and fewer than 6 absences during the last 6 months.

Fluency in French and English (written and spoken).

Hands-on experience with CallMiner Analyst and CallMiner Coach modules is mandatory.

Intermediate knowledge of Power BI for data visualization.

Strong analytical, problem-solving, and communication skills.

Ability to manage multiple priorities and work independently in a fast-paced environment.

Entreprise

Sitel Group devient officiellement Foundever™ .

Foundever™ est un leader mondial de l'expérience client (CX). Avec 170 000 collaborateurs dans le monde, nous sommes l’équipe derrière les meilleures expériences des 750 plus grandes marques internationales et digitales.

Nos solutions CX innovantes, notre technologie et notre expertise sont conçues pour répondre aux besoins opérationnels de nos clients et leur offrir une expérience sans couture, partout et à tout moment. Prenant en charge 9 millions d’expériences chaque jour dans plus de 60 langues et 45 pays, Foundever combine la force d’une présence mondiale à une approche entrepreneuriale, permettant aux entreprises de toutes tailles et de tous secteurs de transformer leur CX.

Découvrez le témoignage de Fatna Abdouh , DRH de Foundever dans le magazine Challenge Maroc en cliquant ici : https://bit.ly/48HwKY1