Introduction to the position
As a Data Scientist – Analytics (QMS / VoC) at ToumAI, your mission will be to design, implement and improve analytics and AI models that extract actionable insights from customer interactions, surveys and conversations.
You will work on both voice and text data, transforming raw interactions into quality, compliance and satisfaction KPIs used by enterprise customers to monitor performance, improve processes and optimize customer experience.
Your work will directly power HolistiCX analytics dashboards, QMS and VoC pipelines, and AI-assisted decision tools, bridging data science, product needs and business outcomes.
Your role
• Design and implement analytics models for Quality Monitoring (QMS) and Voice of Customer (VoC) use cases.
• Compute and validate KPIs such as resolution rate, compliance scores, soft skills evaluation, CSAT, NPS, CES and sentiment indicators.
• Develop topic detection, classification and trend analysis for open-ended customer feedback.
• Work with speech-to-text outputs and textual data to produce reliable downstream analytics.
• Define evaluation methodologies aligning automated analytics with manual reviews and business expectations.
• Collaborate with product and domain experts to formalize evaluation grids and business rules.
• Partner with data engineers to build scalable batch and near-real-time analytics pipelines.
• Analyze discrepancies between automated results and ground truth, iterating on models and rules.
• Contribute to AI-powered assistant features enabling natural-language queries over QMS and VoC data.
• Document analytics logic, assumptions and KPIs to ensure transparency and trust.
Your qualifications
• Strong interest in applied data science for business analytics and CX.
• Solid experience in data science, analytics or applied ML, with strong Python skills.
• Comfortable working with structured and semi-structured data (surveys, transcripts, logs).
• Understanding of NLP techniques for topic modeling, classification, sentiment analysis and trend detection.
• Experience defining and validating KPIs in collaboration with business stakeholders.
• Ability to balance statistical rigor with practical business constraints.
• Familiarity with dashboards, reporting tools or analytics products is a plus.
• Experience with LLM-based analytics, prompt-driven extraction or AI assistants is a plus.
• Strong communication skills and ability to explain results to non-technical audiences.
• Proficiency in French or Arabic is a plus; English required for technical work.
Benefits
At ToumAI, you will help turn raw customer interactions into trusted business insights.
You will:
• Work on real enterprise QMS and VoC use cases
• Influence how KPIs and analytics are defined and interpreted
• Contribute to AI-assisted analytics and decision-making tools
• Operate at the intersection of data science, product and business
If you enjoy building analytics that people actually use to make decisions, this role is for you.
Recruitment process
- First conversation with the HR team to get to know you better and introduce you to ToumAI
- A practical analytics or KPI-focused case study
- Role-specific interview with your future manager / product lead
- 6. Final meeting with top management (if needed)
