Speech & Conversation Analytics Analyst - French & English

About the role

Examine speech and conversation data in French and English to produce insights that help enhance customer interactions and service quality. The position blends language skills with analytics to back data-driven decisions.

Requirements

• Command of French and English in writing and speech

• Demonstrated background in analytics, preferably in a customer service or contact center setting

• Solid command of data analysis tools and spreadsheet software

• Skill in interpreting speech and conversation data and turning it into clear insights

• Sharp eye for detail and the capacity to juggle several analyses at once

• Good communication abilities for sharing results with non-technical stakeholders

Responsibilities

1. 1

   Review recorded customer calls and speech data in French and English to surface trends, patterns, and areas for improvement

2. 2

   Build and keep up dashboards and reports covering conversation quality, customer sentiment, and agent performance

3. 3

   Work with operations teams to turn analytical results into practical service enhancements

4. 4

   Track key performance indicators tied to conversation quality and customer satisfaction

5. 5

   Help shape and fine-tune speech analytics models and scoring criteria

6. 6

   Produce regular and on-demand analytical reports for stakeholders in both languages