Speech & Conversation Analytics Analyst - French & English

Remote, Any Location, MA

Job Description:

(Call Miner / Verint / NICE / Genesys / Observe.AI or equivalent)

Location: Fully Remote

Working Hours: EST-aligned; ideally approximately 7:00 AM–3:00 PM EST

Employment Type: Full-Time

Priority hiring markets: Morocco, Tunisia, Egypt, Senegal, South Africa and other budget-compatible French-speaking locations. (EMEA - Any)

This is not a general Data Analyst, BI Analyst, QA Analyst, WFM Analyst, Customer Service, AI Trainer, or Project Manager role.

To be considered, you must have hands-on experience using a Speech Analytics, Conversation Analytics, or Interaction Analytics platform to analyse customer calls, recordings, transcripts, or agent-customer interactions.

Call Miner experience is preferred, but experience with an equivalent enterprise platform is mandatory. Candidates without hands-on speech/conversation analytics platform experience will not be progressed.

We are looking for a bilingual Speech & Conversation Analytics Analyst to support contact-centre operations and client analytics programmes.

You will analyse customer voice interactions and transcripts to identify call drivers, recurring issues, customer sentiment, quality gaps, compliance risks and opportunities to improve customer experience and operational performance.

This is a hands-on individual contributor role requiring someone who can confidently use a speech analytics platform, interpret interaction data, create meaningful insights, and present recommendations in both French and English
.

• Use speech/conversation analytics tools to analyse customer calls, recordings, transcripts and interaction data.
• Identify key customer contact drivers, recurring issues, repeat-contact themes, quality gaps, escalation triggers and operational improvement opportunities.
• Investigate trends relating to customer sentiment, silence/hold time, compliance, agent behaviour, call outcomes and service performance.
• Create, refine and maintain speech analytics categories, searches, keyword queries, rules, topics, scorecards or similar platform configurations.
• Translate analysis into practical, evidence-based recommendations for Operations, QA, Training, WFM and client stakeholders.
• Prepare and present insight reports, findings and recommendations in French and English
  .
• Work with QA and Operations teams to support agent coaching, calibration, quality improvement and customer-experience initiatives.
• Build or contribute to reports and dashboards combining interaction insights with contact-centre KPIs such as FCR, AHT, CSAT, QA, conversion, retention and churn.
• Manage multiple analysis requests and client deliverables in a remote, deadline-driven environment.
• Develop expertise in Call Miner and other relevant speech analytics capabilities and best practices.

• Fluent French and English
  , written and spoken, with the ability to communicate professionally with stakeholders in both languages.
• Hands-on experience with a Speech Analytics, Interaction Analytics, Conversation Intelligence, Voice Analytics, or Speech-to-Text Analytics platform.
• Experience personally analysing customer calls, recordings or transcripts—not only managing a speech analytics project or team.
• Experience in a BPO, contact centre, customer service, customer experience, QA, collections, sales, retention or customer operations environment.
• Experience translating interaction insights into recommendations for operational improvement, quality, compliance, customer experience or agent performance.
• Confident presenting findings to internal stakeholders, operations…