Bilingual Speech Analytics Specialist (FR/EN) - Remote

Foundever; Massachusetts; Hybrid; USD 70,000 - 110,000; Full time

Job summary

Foundever is seeking a bilingual Speech & Conversation Analytics Analyst to support contact-centre operations and client analytics programmes. You will analyze customer voice interactions and transcripts to identify call drivers, sentiment and quality gaps, delivering actionable insights in French and English.

The role requires hands-on experience with a speech analytics platform, remote work, and EST-aligned hours.

Qualifications

• Fluent French and English, written and spoken.
• Hands-on experience with a Speech Analytics/Interaction Analytics platform.
• Experience analyzing customer calls, transcripts or recordings.
• Experience in a BPO/contact centre or customer operations environment.

Responsibilities

• Use speech analytics tools to analyze calls, transcripts and interaction data.
• Identify drivers, recurring issues, quality gaps and improvement opportunities.
• Investigate trends in sentiment, hold times, compliance and agent behavior.
• Create and refine categories, searches, queries and scorecards in the analytics platform.
• Translate insights into practical recommendations for operations and training teams.
• Prepare and present insights in French and English to stakeholders.

Skills

Fluent French

Fluent English

Communication skills

Independent remote work

Tools

Power BI

Excel

Tableau

Job description

Foundever is seeking a bilingual Speech & Conversation Analytics Analyst to support contact-centre operations and client analytics programmes. You will analyze customer voice interactions and transcripts to identify call drivers, sentiment and quality gaps, delivering actionable insights in French and English.

The role requires hands-on experience with a speech analytics platform, remote work, and EST-aligned hours.