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
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ABOUT THE ROLE
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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.
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WHAT YOU WILL DO
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• 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
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NON-NEGOTIABLE REQUIREMENTS
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★ 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
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STRONG ADVANTAGES
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CallMiner platform experience (preferred but fully trainable on the job — not a hard requirement)
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Power BI dashboard design and DAX experience
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Arabic or additional language fluency
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QA or quality management background
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Experience presenting to senior leadership or external clients
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WFM or contact centre operations exposure
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ACCEPTED SPEECH ANALYTICS PLATFORMS
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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.
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WHY THIS ROLE
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• 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
