Speech & Conversation Analytics Analyst
RemoteFull-timeJunior levelPosted 1 week ago
Data analytics role at Foundever (Sitel). Remote.
About the role
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.
What you'll do
- 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
What you need
- Analytics
- Dashboarding
- Salesforce
- Google Analytics
- SAP
Good to have
- Power BI
- Excel
- Tableau