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Added 14 mins ago
PF
Data Analyst 1
Pattison Food Group
Langley (District), BC · Langley Office - Langley BC
- Full-time
The Data Analyst 1 contributes to initiatives across areas such as customer analytics, loyalty, marketing, retail operations, and merchandising. Using large and complex datasets, this role…
Added 30 mins ago
IE
Senior Analyst, Financial Reporting
IMAX Enhanced | Streaming & Consumer Technology
Mississauga, ON
- Full-time
The Senior Analyst, Financial Reporting, under the guidance of the Financial Reporting management team, will be expected to assist with complex accounting matters including revenue…
Added 45 mins ago
AG
Business Intelligence Analyst
ATCO Group
Edmonton, AB
- Full-time
ATCO is looking for a Business Intelligence Analyst to join our Finance team and play a key role in transforming complex data into meaningful insights. Reporting to the Senior Manager,…
Added 1 hour ago
T
Senior Information Security Analyst
TD
Toronto, ON
- Full-time
Real-time analysis on identified cyber incidents currently impacting the bank’s operations.
Added 1 hour ago
B
Senior Accounts Receivable Associate
Boldr
Toronto, ON
- Full-time
Absorb research and reconciliation work from the front line. Any investigation that would pull a collector or CashApp analyst off their book gets routed to you. You dig in, document what…
Added 1 hour ago
RH
Human Resources Information System Analyst
Robert Half
Vancouver, BC
- $90,000 to $110,000 CAD / year
- Full-time
Our client, a highly diversified real estate development organization, is looking for a HRIS Analyst to lead the continuous improvement of its Workday environment.
Added 2 hours ago
KC
Junior Funding Analyst, Investment Management
KV Capital
AB · Edmonton, AB
- Full-time
Reporting to the Director, Investment Management, the Junior Funding Analyst, Investment Management is responsible for conducting thorough review of funding conditions, preparing draws for…
Added 2 hours ago
O
Analyst, Derivative Operations
OMERS
Toronto, ON · Head Office Toronto
- Full-time
The Analyst within the Derivative Operations team plays a key role in middle office workflows including analyzing derivative product requirements across various markets, on-boarding and…
Added 2 hours ago
T
Modelling / Forecasting Senior Analyst (Quants)
TD
Toronto, ON
- Full-time
Analytics, Insights, & Artificial Intelligence
Added 2 hours ago
SL
Associate Director, Investment Data - SLC Management
Sun Life
Toronto, ON · Sun Life Toronto One York
- Full-time
…priorities into scalable solutions that improve decision-making, analytics, operational efficiency, and information…
Added 2 hours ago
SM
Associate Director, Investment Data - SLC Management
SLC Management
Toronto, ON · Sun Life Toronto One York
- Full-time
…priorities into scalable solutions that improve decision-making, analytics, operational efficiency, and information…
Added 2 hours ago
A
Business Intelligence Analyst
ATCO
Edmonton, AB
- Full-time
ATCO is looking for a Business Intelligence Analyst to join our Finance team and play a key role in transforming complex data into meaningful insights. Reporting to the Senior Manager,…
Added 2 hours ago
PC
Systems Analyst Intern (May 2027)
Parkland Corporation
Calgary, AB
- Full-time
…Greater Caribbean, and Europe. The Partnership’s midstream operations include an extensive network of approximately 14,000 miles of pipeline and over 160 terminals. This critical…
Added 2 hours ago
B
Analyst, Procurement Delivery
BCI
Victoria, BC · CA Victoria
- Full-time
Great investments start with great operations. As Analyst, Procurement Delivery, a newly created role, you will report to the Procurement Delivery Lead and keep BCI's contracting for goods…
Added 2 hours ago
Program Manager and Analyst, HR Transformation
Electronic Arts
Vancouver, BC
Practical, working familiarity with AI tools, workflow automation platforms, analytics platforms, and emerging technologies to streamline workflows and modernize operations.
Added 2 hours ago
ES
Fraud, Waste and Abuse Operations Lead Analyst - 12 Months Contract - Express Scripts Canada
Express Scripts Canada
Mississauga, ON
- Full-time
Job Title: Fraud, Waste and Abuse Operations Lead Analyst
Added 2 hours ago
IF
Senior Business Analyst (Bilingual Spanish/English)
International Financial Data Services (IFDS)
Toronto, ON
- Full-time
The Senior Business Analyst serves as the Business Analyst lead for medium-sized client onboarding initiatives. This role is responsible for conducting due diligence activities, defining…
Added 2 hours ago
PE
Senior Settlements Analyst
Pattern Energy
Toronto, ON
- Full-time
As a member of Pattern Energy's Energy Settlements team, the Senior Settlement Analyst will serve as a subject matter expert for CAISO market settlements. This role is responsible for…
Added 2 hours ago
H(
Analyst, Pension Accounting Operations (12 month Contract)
HOOPP (Healthcare of Ontario Pension Plan)
Toronto, ON
- $71,000 to $109,000 CAD / year
- Full-time
Reporting to the Manager, Pension Accounting Operations, the Analyst is responsible for the overall administration and financial integrity of the pension contributions function. As the…
Added 2 hours ago
AI
Cost and route profitability analyst
Air Inuit
Montreal, QC
- Full-time
Reporting to the Finance team, the Cost and Route Profitability Analyst is responsible for developing a detailed understanding of operating costs and network profitability. The incumbent…
Added 2 hours ago
B
Analyst, Procurement Delivery
BCI
Victoria, BC
- $78,000 to $95,000 CAD / year
- Full-time
Great investments start with great operations. As Analyst, Procurement Delivery, a newly created role, you will report to the Procurement Delivery Lead and keep BCI's contracting for goods…
Added 2 hours ago
TE
Predictive Insights Business Analyst
TC Energy
Calgary, AB
- Full-time
As a Business Analyst on the Predictive Insights team, this role connects operational needs with technology delivery by translating business requirements, data needs, and process challenges…
Added 3 hours ago
Senior Finance Analyst - Energy Construction
Kiewit
Calgary, AB
As a Sr. Finance Analyst, you will lead a team of finance professionals. You and your team will support multiple projects in accounting and finance related functions. You’ll serve as a…
Added 3 hours ago
PH
Transcription Services Clerk
Providence Healthcare
Vancouver, BC
- Temporary
…area and work site may be subject to change consistent with operations requirements and applicable provisions of the Collective Agreement and statutes. **Testing may be required. ***A…
Added 3 hours ago
VB
Senior Financial Analyst (12 Month Contract)
Vaco by Highspring
Toronto, ON · Greater Toronto Area, Canada
- Full-time
· Collaborate with finance, operations, and project stakeholders to gather requirements and implement practical solutions.

NRG Energy

Quality Analyst

Calgary, AB, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 4, 2026
Posting language: English
Posted: Oct 5, 2026

Original job description

Welcome to the intersection of energy and home services. At Direct Energy, an NRG company, we’re all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers’ lives easier - helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

More information is available at www.directenergy.com. Connect with NRG and Direct Energy on Facebook, LinkedIn, and follow us on Twitter.

Job Summary

The Customer Care Quality Assurance Analyst is responsible for monitoring and evaluating customer interactions to support quality, compliance, and customer experience objectives across outsourced Customer Care operations.

Using Cresta's AI-enabled Quality Assurance platform and other quality management tools, the analyst conducts quality evaluations, identifies trends and coaching opportunities, supports quality reporting activities, and shares findings with Customer Care leadership, Vendor Management, and vendor Quality Assurance teams.

The role works closely with vendor QA teams and coaches to support consistent application of quality standards, effective calibration practices, and performance improvement initiatives. The analyst helps ensure evaluations are accurate, consistent, and aligned with established standards.

Key Responsibilities

Quality Monitoring and Evaluation

Conduct quality audits and evaluations of customer interactions using established scorecards, quality standards, policies, procedures, and regulatory requirements.
Utilize Cresta and other quality management tools to monitor interaction quality and identify performance trends and coaching opportunities.
Review AI-generated quality evaluations and escalate potential scoring concerns or discrepancies.
Participate in call listening and calibration sessions to promote consistent application of quality standards and evaluation criteria.
Prepare quality reports, summaries, and analysis of quality results for Customer Care leadership and operational stakeholders.
Support the administration and maintenance of quality scorecards, evaluation processes, and quality monitoring tools.
Call editing and masking of Personal Identifiable information (PII).

Vendor Quality Partnership and Performance Support

Partner with vendor Quality Assurance teams, coaches, and Vendor Management to review quality results and support performance improvement efforts.
Share quality findings, observations, and examples that support coaching and development activities.
Participate in quality review discussions and support quality improvement activities.
Track assigned quality-related action items and follow up on remediation activities as required.
Support consistent application of quality standards and evaluation practices across vendor partners.

Compliance and Risk Monitoring

Monitor customer interactions for adherence to regulatory requirements, company policies, procedures, and quality standards.
Identify and escalate quality, compliance, or customer experience concerns through established processes.
Support compliance reviews, quality investigations, and audit activities as required.
Assist in tracking recurring quality and compliance issues and associated corrective actions.
Maintain records and supporting documentation related to quality assurance and compliance activities.

Minimum Qualifications

Bachelor's degree in Business, Communications, Education, or a related field, or an equivalent combination of education and experience.
Two or more years of experience in Quality Assurance, Contact Center Operations, Customer Care Operations, Training, Coaching, or a related customer service function.
Experience evaluating customer interactions using established quality standards and scorecards.
Strong analytical and organizational skills.
Strong verbal and written communication skills.

Preferred Qualifications

Experience working within outsourced or vendor-supported contact center environments.
Experience with quality assurance, speech analytics, or interaction analytics platforms such as Cresta, NICE, Verint, CallMiner, or similar technologies.
Experience participating in quality calibration and quality review activities.
Experience preparing reports and analyzing performance data.
Knowledge of contact center quality assurance practices and performance metrics.
Knowledge of utility, retail energy, financial services, telecommunications, healthcare, or other regulated customer service environments.

Additional Knowledge, Skills & Abilities

Knowledge of contact center quality assurance principles and practices.
Ability to objectively evaluate customer interactions and apply quality standards consistently.
Strong attention to detail and ability to identify patterns and trends.
Strong communication and interpersonal skills.
Ability to collaborate effectively with vendor partners and internal stakeholders.
Ability to review AI-generated quality evaluations and identify potential scoring inaccuracies or exceptions.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Commitment to continuous learning and professional development.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.

We support the use of AI tools to help you prepare for your interview (e.g., practicing responses, researching the role, or refining your resume). However, during interviews and assessments, we expect responses to reflect your own thinking, experience, and communication. Use of AI to generate or read answers in real time, complete assessments, or misrepresent your qualifications is not permitted and may impact your candidacy.

Apply About employer

More about this job

Responsibilities

Evaluate customer interactions using quality standards, scorecards, AI-enabled tools, and compliance requirements; analyze results and report trends, scoring concerns, and coaching opportunities. Partner with vendor QA teams, coaches, and internal stakeholders to support calibration, corrective actions, audits, and consistent quality improvement.

Requirements

Requires a bachelor's degree in a related field or equivalent education and experience, plus at least two years of experience in quality assurance, contact center or customer care operations, training, coaching, or a related function. Candidates should have experience evaluating interactions against quality standards and scorecards, strong analytical and communication skills, and the ability to collaborate with vendors and apply standards consistently.

Skills

Quality Assurance
Contact Center Operations
Customer Care
Quality Evaluation
Quality Scorecards
Call Calibration
Speech Analytics
Interaction Analytics
Data Analysis
Quality Reporting
Regulatory Compliance
Risk Monitoring
Vendor Management
Coaching
Trend Identification
PII Masking

Visa sponsorship

Not detected in the job text

Keywords

Cresta
NICE
Verint
CallMiner
Quality Assurance
Contact Center
Customer Care
Outsourced Operations
Vendor Management
Quality Scorecards
Quality Monitoring
Interaction Analytics
Speech Analytics
AI-Generated Evaluations
Call Listening
Calibration
Coaching
Performance Improvement
Quality Reporting
Regulatory Compliance
Risk Monitoring
Audit Activities
Corrective Actions
PII Masking
Customer Experience
Quality Metrics

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