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. Call. Miner, 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