Senior Speech Analyst

Senior Speech Analyst Who are we? Our mission is to power the best customer experiences for the world’s leading brands — wherever and whenever needed. With 170,000 people across the globe, Foundever™ connects brands with customers 9 million times a day in 60+ languages, making us one of the truly global players in BPO. The Opportunity: We’re seeking an experienced Senior Speech Analyst to support growth and innovation across our Insight & Analytics client portfolio. You’ll be data-driven leader, be inquisitive and a strong problem-solver. You’ll lead voice of the of customer / colleague projects to develop insight that help clients and operations achieve their objectives. You’ll work closely with internal and client teams, delivering one-off and ongoing projects across a variety of industries. Key Responsibilities: Project Management ▪ You will be expected to be able to understand a wide range of speech analytics use cases and translate these into business requirements for speech & text analytics projects ▪ You’ll work as an individual contributor or as a senior analyst on a project team ▪ Set the standard for QA, UAT and peer review across speech platform configuration, analysis and client playbacks ensuring the end to end project is always delivered to a high standard ▪ Track the success of projects through post implementation reviews, focusing on delivering measurable value to clients. ▪ Ensure all analytics solutions adhere to best practices in data governance and security Speech analytics ▪ Setup and testing of speech / text categories ▪ Maintenance of the category library to ensure high accuracy and relevancy ▪ Development and maintenance of agent performance scorecards ▪ Setup and deployment of real time agent assist tools ▪ Work closely with our operations to upskill them to self serve Insight for agent coaching ▪ Track and monitor platform compliance to ensure we maximise value / ROI for our clients Leadership ▪ Mentor and coach more junior members of the Insight and analytics team Creator – Tom Luke Last Update – 23/09/26 ▪ Encourage a collaborative, high performance culture within the team ▪ Build trusting relationships with our clients and operations ▪ Able to spot opportunities to make us more efficiency and effective in project delivery ▪ Proactively bring ideas to develop new or improve existing use cases for speech & text analytics within the contact centre Data Analysis ▪ Work with our data engineering & data science teams to source, prepare and transform speech analytics team ready for analysis ▪ Analyse data sources and dashboards within speech platforms or external dashboards ▪ Present analysis in clear, concise and business-friendly language ▪ Shape data analysis into improvement projects that help our clients and operations deliver lasting benefits such as cost reduction or CX improvement ▪ Own a project end to end from design through to handover of our recommendations for delivery ▪ Benefits tracking from baselining performance pre change to measuring improvements post change Stakeholder Management ▪ Capture data requirements and work with clients / operations to source data ▪ Turn complex data analysis into business-friendly insight, tailored to a clients sector and campaign(s) ▪ Confidently present analysis and recommendations to stakeholders from Head of to C-suite level ▪ Act as a trusted advisor, helping operations and our clients self serve data & Insight to help them achieve their objectives Your profile & experience: ▪ 5+ years’ experience in a similar speech analytics role (essential) ▪ 5+ years working with contact centre data (essential) ▪ 2+ year working within the BPO industry (preferred) ▪ 2+ years experience working with speech analytics platforms – e.g. CallMiner, Nexidia, Genesys S&T or similar (essential) ▪ Comfortable working with PowerPoint and Excel ▪ Basic–intermediate Power BI or Tableau skills (at least one of these BI platforms) ▪ Alteryx experience (not essential, a nice to have) ▪ Strong written and verbal communication, with the ability to influence senior stakeholders ▪ Strong problem-solving and critical thinking skills ▪ Able to work independently and manage multiple projects in a fast-paced environment ▪ Able to think strategically and contribute to the growth of our client portfolio, revenue and profitability You’ll also enjoy the stability, training and working conditions of a well-established global organisation. Interested? Apply now — our Recruitment Team would love to hear from you. #LI-NV1