What You Will Do
Use speech/conversation analytics tools to analyse customer calls, recordings, transcripts and interaction data.
Identify key customer contact drivers, recurring issues, repeat-contact themes, quality gaps, escalation triggers and operational improvement opportunities.
Investigate trends relating to customer sentiment, silence/hold time, compliance, agent behaviour, call outcomes and service performance.
Create, refine and maintain speech analytics categories, searches, keyword queries, rules, topics, scorecards or similar platform configurations.
Translate analysis into practical, evidence-based recommendations for Operations, QA, Training, WFM and client stakeholders.
Prepare and present insight reports, findings and recommendations in English.
Work with QA and Operations teams to support agent coaching, calibration, quality improvement and customer-experience initiatives.
Build or contribute to reports and dashboards combining interaction insights with contact-centre KPIs such as FCR, AHT, CSAT, QA, conversion, retention and churn.
Manage multiple analysis requests and client deliverables in a remote, deadline-driven environment.
Develop expertise in CallMiner and other relevant speech analytics capabilities and best practices.
Mandatory Requirements
Fluent English, written and spoken, with the ability to communicate professionally with stakeholders in both languages.
Hands-on experience with a Speech Analytics, Interaction Analytics, Conversation Intelligence, Voice Analytics, or Speech-to-Text Analytics platform.
Experience personally analysing customer calls, recordings or transcripts—not only managing a speech analytics project or team.
Experience in a BPO, contact centre, customer service, customer experience, QA, collections, sales, retention or customer operations environment.
Experience translating interaction insights into recommendations for operational improvement, quality, compliance, customer experience or agent performance.
Confident presenting findings to internal stakeholders, operations leaders and/or external clients.
Able to work independently in a fully remote environment.
Available to work closely aligned to EST business hours.
Based in a location compatible with the approved compensation range.
Accepted Platform Backgrounds
Candidates must have used at least one comparable platform hands-on, including:
CallMiner — highly preferred
Verint Speech Analytics
NICE Nexidia / NICE Enlighten
Genesys Cloud Speech & Text Analytics
Observe.AI
Talkdesk Interaction Analytics
Amazon Connect Contact Lens
Google CCAI Insights
Salesforce Einstein Conversation Insights
Qualtrics Conversation / Text Analytics
Other enterprise speech, voice, conversation or interaction analytics tools
Experience with CallMiner is an advantage. However, strong candidates with equivalent hands-on platform experience will receive CallMiner onboarding and training.
Preferred Experience
Experience building speech categories, keyword searches, queries, topics, rules, scorecards or automated QA workflows.
Experience with Power BI, Excel, Tableau or another reporting/visualisation tool.
Experience in QA, quality management, compliance, customer experience, operations or WFM.
Arabic or another additional language.
Experience in client-facing BPO or outsourced contact-centre environments.
Why Join?
Fully remote, international role with EST-aligned working hours.
Direct exposure to client stakeholders, operations leaders and enterprise contact-centre programmes.
Opportunity to work with enterprise speech analytics technology, including CallMiner.
High-impact work improving customer experience, quality, compliance and operational performance.
Opportunity to deepen specialist expertise in the growing speech and conversation analytics field.
