The Opportunity

We are looking for an experienced Speech Analyst – French Speaker 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 as a speech analyst or similar role

• At least 2 years of experience working with contact centre data is essential.

• 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.