Job Description

We are seeking a dynamic and experienced Speech Analyst to support the next phase of growth and innovation for Foundever’s English-speaking markets. The ideal candidate will be an analytical thinker, naturally inquisitive, with exceptional problem-solving skills.

In this role, you will combine industry knowledge with your technical capabilities to deliver speech analytics programs for our clients.

As part of the wider Analytics and Insight community, you will leverage your expertise in data analysis with strong stakeholder management skills to deliver high impact analysis and gain the buy-in of the business, our operations and our clients.

Key Responsibilities:

Data Analysis

• Setup, configuration and ongoing maintenance of the AWS contact lens platform
• Development of complex analysis into clear, actionable customer and operational Insights
• Turning Insight into recommendations and business cases for process, technology or operational improvements to enable our clients to achieve ROI in AWS services
• Delivery of presentations to client and Foundever colleagues
• Work with our BI & reporting teams to fine tune insight dashboards, reports, and visualizations in Power BI

Stakeholder Management

• Partner with client stakeholders to understand their insight requirements and translate these into speech analysis
• Present the findings of your analysis and recommendations to stakeholders
• Act as a trusted advisor to both operations and our clients, helping them leverage data to achieve their goals

Your profile & experience:

• Hands on experience setting up and configuring AWS contact lens (minimum 1 year)
• 2+ years of experience in a similar speech analytics role
• 2+ years experience working with contact centre data is essential.
• Good knowledge of Power BI data visualisation
• Strong communication skills, both written and verbal, with an ability to influence stakeholders
• Excellent problem-solving skills and critical thinking ability
• Ability to work independently and manage multiple projects in a fast-paced environment
• Experience in the travel sector (preferred but not essential)