Foundever

Senior Speech Analyst

Belgrade, Serbia · On-site
Salary not published
Posted today

From Foundever's careers page

Status: listed on the employer's own careers page when we last checked (daily). Confirm on their site before applying.

About the role

The Opportunity: We’re seeking an experienced Senior Speech Analyst to support growth and innovation across our Insight & Analytics client portfolio.

What they ask for vs. your profile

Must have

Data analysis
Stakeholder management
Training and coaching
Data visualization
Communication

Similar jobs

All jobs

Foundever

Senior Speech Analyst

Belgrade, Serbia · On-site
Salary not published
Posted today

From Foundever's careers page

Status: listed on the employer's own careers page when we last checked (daily). Confirm on their site before applying.

About the role

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

Show the full description

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
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

The Opportunity: We’re seeking an experienced Senior Speech Analyst to support growth and innovation across our Insight & Analytics client portfolio.

What they ask for vs. your profile

Must have

Data analysis
Stakeholder management
Training and coaching
Data visualization
Communication
Critical thinking
Data governance
Excel
Microsoft Office

What they ask for vs. your profile

Must have

Data analysis
Stakeholder management
Training and coaching
Data visualization
Communication

Senior Speech Analyst

About the role

What they ask for vs. your profile

Must have

Similar jobs

Senior Speech Analyst

About the role

The Opportunity

Key Responsibilities

What they ask for vs. your profile

Must have

What they ask for vs. your profile

Must have

Similar jobs

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The Opportunity

Key Responsibilities

What they ask for vs. your profile

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