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