Speech Analyst - Bilingual French

Sitel Corp.; Massachusetts; Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

10% bonus potential

25 days annual leave

Job summary

Foundever in Massachusetts is seeking a dynamic Speech Analyst to support growth by delivering speech analytics programs for our clients. You will leverage data analysis and stakeholder management to translate insights into actionable recommendations.

The role requires 2+ years in speech analytics and experience with Call Miner, Power BI, and contact center data. You will work with analytics and engineering teams to produce dashboards and meaningful insights for executives and operations.

Qualifications

• 2+ years of experience in a speech analytics role.
• 2+ years experience working with contact centre data.
• Fluent in English and French.
• Hands on expertise with Call Miner analyst and coach modules.
• 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.

Responsibilities

• Lead the delivery of speech analytics managed services.
• Configure Call Miner platform setup and tuning.
• Present findings to clients and internal teams with actionable recommendations.
• Collaborate with BI/reporting to refine dashboards and reports in Power BI.
• Partner with clients to translate objectives into analytical solutions.
• Act as trusted advisor to operations and clients to leverage data.

Skills

Speech analytics

Contact centre data

Power BI

English

French

Communication

Stakeholder management

Tools

Call Miner

Job description

Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed.

With 170,000 people working across the globe, Foundever™ securely connects brands with their customers 9 million times a day in 60+ languages. Our global footprint makes us one of the few true global players in the BPO industry.

The Opportunity:

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.

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 visualisations 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.

The Package:

• Competitive salary, depending on experience
• 10% bonus based on company and personal performance
• 25 day annual leave + standard bank holidays
• Fixed term contract for 12 months with possibility of an extension / permanent role being offered at the end of the fixed term

You will also have the benefit of working for a very secure and stable organisation that provides excellent working conditions and training which will open up career opportunities for the right individual.

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