{"id":2795665,"url":"https://alion.io/job/foundever-speech-conversation-analytics-analyst-french-english","title":"Speech & Conversation Analytics Analyst - French & English","company":{"id":6940,"name":"Foundever","domain":"foundever.com","url":"https://alion.io/company/foundever","size_band":"11-50","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"B","score":81,"open_postings":4,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"EST","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":["Morocco"],"countries":["MA"],"hiring_countries":["MA"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":51000,"max_usd":138000,"period":"year","method":null,"sample_n":8885},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Power BI","optional":true},{"name":"Tableau","optional":true}],"status":"live","first_seen_at":"2026-09-27T00:00:00Z","employer_posted_date":"2026-09-27","last_verified_at":"2026-11-06T00:05:29Z","board_verified":true,"closed_at":null,"days_open":40,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":40},"description":"Speech & Conversation Analytics Analyst - French & English\n(CallMiner / Verint / NICE / Genesys / Observe.AI or equivalent)\nLocation: Fully Remote\nWorking Hours: EST-aligned; ideally approximately 7:00 AM-3:00 PM EST\nEmployment Type: Full-Time\nPriority hiring markets: Morocco, Tunisia, Egypt, Senegal, South Africa and other budget-compatible French-speaking locations. (EMEA - Any)\nImportant: Eligibility Requirement\nThis is not a general Data Analyst, BI Analyst, QA Analyst, WFM Analyst, Customer Service, AI Trainer, or Project Manager role.\nTo be considered, you must have hands-on experience using a Speech Analytics, Conversation Analytics, or Interaction Analytics platform to analyse customer calls, recordings, transcripts, or agent-customer interactions.\nCallMiner experience is preferred, but experience with an equivalent enterprise platform is mandatory. Candidates without hands-on speech/conversation analytics platform experience will not be progressed.\nAbout the Role\nWe are looking for a bilingual Speech & Conversation Analytics Analyst to support contact-centre operations and client analytics programmes.\nYou will analyse customer voice interactions and transcripts to identify call drivers, recurring issues, customer sentiment, quality gaps, compliance risks and opportunities to improve customer experience and operational performance.\nThis is a hands-on individual contributor role requiring someone who can confidently use a speech analytics platform, interpret interaction data, create meaningful insights, and present recommendations in both French and English.\nWhat You Will Do\nUse speech/conversation analytics tools to analyse customer calls, recordings, transcripts and interaction data.\nIdentify key customer contact drivers, recurring issues, repeat-contact themes, quality gaps, escalation triggers and operational improvement opportunities.\nInvestigate trends relating to customer sentiment, silence/hold time, compliance, agent behaviour, call outcomes and service performance.\nCreate, refine and maintain speech analytics categories, searches, keyword queries, rules, topics, scorecards or similar platform configurations.\nTranslate analysis into practical, evidence-based recommendations for Operations, QA, Training, WFM and client stakeholders.\nPrepare and present insight reports, findings and recommendations in French and English.\nWork with QA and Operations teams to support agent coaching, calibration, quality improvement and customer-experience initiatives.\nBuild or contribute to reports and dashboards combining interaction insights with contact-centre KPIs such as FCR, AHT, CSAT, QA, conversion, retention and churn.\nManage multiple analysis requests and client deliverables in a remote, deadline-driven environment.\nDevelop expertise in CallMiner and other relevant speech analytics capabilities and best practices.\nMandatory Requirements\nFluent French and English, written and spoken, with the ability to communicate professionally with stakeholders in both languages.\nHands-on experience with a Speech Analytics, Interaction Analytics, Conversation Intelligence, Voice Analytics, or Speech-to-Text Analytics platform.\nExperience personally analysing customer calls, recordings or transcripts-not only managing a speech analytics project or team.\nExperience in a BPO, contact centre, customer service, customer experience, QA, collections, sales, retention or customer operations environment.\nExperience translating interaction insights into recommendations for operational improvement, quality, compliance, customer experience or agent performance.\nConfident presenting findings to internal stakeholders, operations leaders and/or external clients.\nAble to work independently in a fully remote environment.\nAvailable to work closely aligned to EST business hours.\nBased in a location compatible with the approved compensation range.\nAccepted Platform Backgrounds\nCandidates must have used at least one comparable platform hands-on, including:\nCallMiner - highly preferred\nVerint Speech Analytics\nNICE Nexidia / NICE Enlighten\nGenesys Cloud Speech & Text Analytics\nObserve.AI\nTalkdesk Interaction Analytics\nAmazon Connect Contact Lens\nGoogle CCAI Insights\nSalesforce Einstein Conversation Insights\n Qualtrics Conversation / Text Analytics\nOther enterprise speech, voice, conversation or interaction analytics tools\nExperience with CallMiner is an advantage. However, strong candidates with equivalent hands-on platform experience will receive CallMiner onboarding and training.\nPreferred Experience\nExperience building speech categories, keyword searches, queries, topics, rules, scorecards or automated QA workflows.\nExperience with Power BI, Excel, Tableau or another reporting/visualisation tool.\nExperience in QA, quality management, compliance, customer experience, operations or WFM.\nExperience supporting French-language or Canadian French-language customer interactions.\nArabic or another additional language.\nExperience in client-facing BPO or outsourced contact-centre environments.\nWhy Join?\nFully remote, international role with EST-aligned working hours.\nDirect exposure to client stakeholders, operations leaders and enterprise contact-centre programmes.\nOpportunity to work with enterprise speech analytics technology, including CallMiner.\nHigh-impact work improving customer experience, quality, compliance and operational performance.\nCompetitive USD compensation within the target markets.\nOpportunity to deepen specialist expertise in the growing speech and conversation analytics field.","description_format":"text","description_chars":5562,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":false},{"language":"Arabic","level":"All levels","optional":true},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Morocco","iso":"MA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-17T22:53:33Z"}],"visa":[],"liveness":{"score":19,"band":"cold","label":"Long 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