About this role
The Opportunity
We are looking for an experienced Speech Analyst to join our Analytics & Insight team. In this role, you will leverage speech analytics and contact center data to generate actionable insights, support operational excellence, and drive business performance.
Key Responsibilities
Data Analysis
- Lead the delivery of speech analytics managed services.
- Configure and optimize the CallMiner platform.
- Analyze speech and interaction data to identify trends, opportunities, and areas for improvement.
- Prepare and deliver insightful presentations to internal stakeholders and clients.
- Collaborate with the BI & Reporting team to enhance dashboards and visualizations using Power BI.
Stakeholder Management
- Partner with internal stakeholders to understand business needs and translate them into analytical solutions.
- Present analysis findings and actionable recommendations.
- Work closely with Operations, Analytics, Data Science & Engineering teams to support business objectives.
- Act as a trusted advisor by providing data-driven insights to improve operational performance.
Applicants must meet the following requirements:
- A minimum of 2 years of experience as a speech analyst or similar role
- Candidates without relevant experience in speech analysis or a similar analytical role will not be considered for this position.
- Good command of French and English, with excellent verbal and written communication skills.
- Fluency in French and English (written and spoken).
- Hands-on experience with CallMiner Analyst and CallMiner Coach modules is mandatory.
- Intermediate knowledge of Power BI for data visualization.
- Strong analytical, problem-solving, and communication skills.
- Ability to manage multiple priorities and work independently in a fast-paced environment.
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