Speech Analyst - Rabat

Company :

Sitel Group officially becomes Foundever™.

Foundever™ is a global leader in customer experience (CX). With 170,000 employees worldwide, we are the team behind the best experiences of the 750 largest international and digital brands.

Our innovative CX solutions, technology, and expertise are designed to meet our clients' operational needs and provide them with a seamless experience, anywhere and anytime. Handling 9 million experiences every day in over 60 languages and 45 countries, Foundever combines the strength of a global presence with an entrepreneurial approach, enabling companies of all sizes and sectors to transform their CX. 

Discover the testimony of Fatna Abdouh, HR Director of Foundever in Challenge Maroc magazine by clicking here: https://bit.ly/48HwKY1

Company culture :

Foundever is defined by a culture strongly driven by innovation, where creativity, agility and experimentation play a central role in daily operations. This focus is closely balanced by a collaborative culture that emphasizes teamwork, trust and a supportive, people-oriented management style. A competitive dimension reinforces performance expectations and results orientation, while a more moderate organizational component provides structure and reliability. The environment is well suited to curious, committed profiles who thrive in dynamic and evolving settings.

Job :

The Opportunity

We are looking for an experienced Speech Analyst - French Speaker to join our Analytics & Insight team. In this role, you will leverage speech analytics and contact center data to generate actionable insights, support operational excellence, and drive business performance.

Key Responsibilities

Data Analysis

• Lead the delivery of speech analytics managed services.
• Configure and optimize the CallMiner platform.
• Analyze speech and interaction data to identify trends, opportunities, and areas for improvement.
• Prepare and deliver insightful presentations to internal stakeholders and clients.
• Collaborate with the BI & Reporting team to enhance dashboards and visualizations using Power BI.

Stakeholder Management

• Partner with internal stakeholders to understand business needs and translate them into analytical solutions.
• Present analysis findings and actionable recommendations.
• Work closely with Operations, Analytics, Data Science & Engineering teams to support business objectives.
• Act as a trusted advisor by providing data-driven insights to improve operational performance.

Required profile :

Applicants must meet the following requirements:

• A minimum of 2 years of experience as a speech analyst or similar role
• Candidates without relevant experience in speech analysis or a similar analytical role will not be considered for this position.
• Good command of French and English, with excellent verbal and written communication skills.
• No disciplinary sanctions and fewer than 6 absences during the last 6 months.
• Fluency in French and English (written and spoken).
• Hands-on experience with CallMiner Analyst and CallMiner Coach modules is mandatory.
• Intermediate knowledge of Power BI for data visualization.
• Strong analytical, problem-solving, and communication skills.
• Ability to manage multiple priorities and work independently in a fast-paced environment.

Head office address :

Desired personality traits :

Respect of the rules Will to persuade Emotional sensitivity Tenacity Need for action Need for autonomy Involvement at work Organization