Speech Analytics Analyst

Speech Analytics Analyst — Bilingual French & English LOCATION
- Fully Remote — EST Hours Required TARGET MARKETS
- Morocco | South Africa | Tunisia | Egypt | Senegal | French-speaking Canada | EMEA (any) EMPLOYMENT TYPE
- Full Time | Remote ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

ABOUT THE ROLE
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ We are looking for a bilingual Speech Analytics Analyst to join a fully remote team supporting contact centre operations across EST hours. This role sits at the intersection of data analysis, customer experience intelligence, and operational coaching — translating voice interaction data into clear, actionable insights for internal teams and external clients. You will work independently, manage multiple analytical projects simultaneously, and act as a trusted advisor to both operations stakeholders and client-facing teams. Strong French and English communication skills are essential — you will present findings and recommendations in both languages on a daily basis. ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ WHAT YOU WILL DO ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
• Analyze 100% of contact centre voice interactions using enterprise speech analytics platforms to identify trends, call drivers, and service gaps
• Build and maintain speech analytics categories, queries, and scoring models to support quality and compliance objectives
• Deliver clear, bilingual (French & English) insight presentations to internal operations teams and external client stakeholders
• Design and maintain Power BI dashboards combining speech analytics data with contact centre KPIs including FCR, AT, CSAT and churn rate
• Configure automated agent coaching and quality scoring workflows within the speech analytics platform
• Investigate call driver spikes, silence time patterns, compliance risks, and sentiment shifts autonomously
• Manage multiple client analytics projects simultaneously, meeting tight delivery timelines
• Collaborate with WFM, QA, and operations teams to translate data findings into measurable performance improvements
• Stay current with platform updates, new feature releases, and evolving speech analytics best practices ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ NON-NEGOTIABLE REQUIREMENTS ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ ★ Fluent in French AND English — both written and spoken to a professional standard ★ Hands-on experience using any enterprise speech or interaction analytics platform ★ Background working in a BPO or contact centre environment ★ Proven experience delivering client-facing insight presentations and recommendations ★ Available to work fully remotely on EST hours ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ STRONG ADVANTAGES ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ + CallMiner platform experience (preferred but fully trainable on the job — not a hard requirement) + Power BI dashboard design and DAX experience + Arabic or additional language fluency + QA or quality management background + Experience presenting to senior leadership or external clients + WFM or contact centre operations exposure ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ ACCEPTED SPEECH ANALYTICS PLATFORMS ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ Candidates with hands-on experience on any of the following platforms are strongly encouraged to apply: ★ CallMiner — Preferred ✓ Verint — Accepted ✓ NICE Nexidia — Accepted ✓ Observe.
AI — Accepted ✓ Qualtrics — Accepted ✓ Genesys Analytics — Accepted ✓ Salesforce Einstein — Accepted Note: CallMiner experience is an advantage but not a dealbreaker. Strong analysts on comparable platforms will be fully supported with CallMiner onboarding within 30 days of joining. ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ WHY THIS ROLE ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
• Work fully remotely with an international team
• High-visibility role with direct stakeholder access
• Rare opportunity for French-speaking analytics professionals to specialise in a growing field
• Competitive USD compensation in target markets
• Exposure to enterprise-grade speech analytics tools and methodologies
• Clear growth path within a global BPO environment