Bilingual Speech & Conversation Analytics Analyst (Remote)

Foundever; Milton (MA); Remote; USD 75,000 - 110,000; Full time

Job summary

Foundever seeks a bilingual Speech & Conversation Analytics Analyst to support global contact-centre analytics with French and English proficiency. You will analyze calls and transcripts using enterprise analytics platforms to uncover drivers, sentiment, and quality gaps, and present actionable insights to operations and client stakeholders.

This fully remote role requires EST-aligned hours, strong independent work skills, and experience with one or more analytics platforms.

Qualifications

• Hands-on experience with a Speech Analytics platform analysing calls or transcripts.
• Experience with at least one enterprise platform is mandatory.
• Ability to communicate professionally in both French and English.
• Experience in a BPO or contact-centre environment.
• Translate interaction insights into actionable recommendations for operations and QA.

Responsibilities

• Use speech/conversation analytics tools to analyse customer calls, recordings, transcripts and interaction data.
• Identify key drivers, recurring issues, sentiment and quality gaps to drive improvements.
• Translate insights into practical recommendations for Operations, QA, Training and client stakeholders.
• Prepare and present insights in French and English to stakeholders.

Skills

Bilingual French/English

Analytical thinking

Communication skills

Tools

CallMiner

Verint Speech Analytics

NICE Nexidia

Genesys Cloud Speech

Observe.AI

Talkdesk Analytics

Amazon Connect

Google CCAI Insights

Salesforce Einstein

Qualtrics Text Analytics

Job description

Foundever seeks a bilingual Speech & Conversation Analytics Analyst to support global contact-centre analytics with French and English proficiency. You will analyze calls and transcripts using enterprise analytics platforms to uncover drivers, sentiment, and quality gaps, and present actionable insights to operations and client stakeholders.

This fully remote role requires EST-aligned hours, strong independent work skills, and experience with one or more analytics platforms.