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Added 13 mins ago
E
Associate, Research & Delivery (English)
Exiger
Vancouver, BC
- $50,000 to $60,000 CAD / year
- Full-time
…company research subjects. Associates will then analyze the data and develop a narrative report, receiving feedback and ongoing training from colleagues with subject matter…
Added 13 mins ago
R
Financial Analyst II
Raise
Toronto, ON
- Full-time
We at Raise are hiring a Financial Analyst II for one of our top clients. After establishing themselves as an industry leader, they’re now expanding their team to meet rising demand. We’re…
Added 13 mins ago
BR
Financial Analyst II
BITS Recruiting
Toronto, ON
- $40 to $43 CAD / hour
- Contract
We are looking for a Financial Analyst II to support accounting, financial reporting, reconciliations, and control activities within a financial services environment.
Added 13 mins ago
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AML Analyst
Synechron
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
Synechron is a leading global digital transformation consulting firm focused on financial services and technology organizations. Our specialties include end-to-end Artificial Intelligence,…
Added 13 mins ago
GT
Data Services Analyst
Global Technical Talent, an Inc. 5000 Company
Toronto, ON
- $35 to $44 CAD / hour
- Contract
The Trade Agreement Services team is an essential component of the Trade Agreement life cycle. This position will be responsible for providing best-of-class service to clients of TD…
Added 13 mins ago
FN
Associate Analyst, Mortgage Accounting - Reconciliation
First National Financial LP
Toronto, ON · East York, ON
- Contract
We are hiring an Associate Analyst, Mortgage Accounting - Reconciliation!
Added 13 mins ago
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Senior Product Manager - Plans & Electrical
Enercare Inc.
Markham, ON
- Full-time
Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia,…
Added 15 mins ago
BS
Security Analyst
Bulletproof Solutions Inc
Fredericton, NB
- Full-time
The SOC 1 Security Analyst is responsible for monitoring security events, investigating alerts, performing incident triage, and escalating threats when appropriate. Working within our 24x7…
Added 30 mins ago
TO
Student, Engineering GIS
Town of Caledon
Caledon, ON
- Full-time
…student with experience in editing and maintaining spatial data; experience with versioned editing considered an asset. The ideal candidate has experience with the following: ArcMap, ArcGIS…
Added 43 mins ago
NB
Senior Analyst - Capital Market Reconciliation
National Bank of Canada
Montreal, QC
- Full-time
A career as a Senior Reconciliation Analyst within the Reconciliations – Capital Markets Operations team at National Bank means acting as a specialist in reconciliations, payments…
Added 45 mins ago
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Sr Actuarial Analyst
Co-operators
Guelph, ON · Toronto, ON
- Full-time
We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s…
Added 59 mins ago
PE
Senior Settlements Analyst
Pattern Energy Group LP
Toronto, ON
- Other
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 1 hour ago
DC
M&A and FP&A Analyst
Dillon Consulting Limited
London, ON
- Full-time
We are seeking a highly motivated and data-fluent M&A and FP&A Analyst to be a foundational member of our growing Financial Planning and Analysis (FP&A) team. Dillon’s FP&A team is focused…
Added 1 hour ago
BS
Senior Technology Risk Analyst
Brainhunter Systems Ltd
Toronto, ON
- Contract
Brainhunter is currently seeking the services of a “Senior Technology Risk Analyst” for a contract opportunity with one of our Valued Clients.
Added 1 hour ago
MM
Quality Analyst Senior
Modine Manufacturing Company
Calgary, AB
- Full-time
The Sr Quality analyst evaluates, designs, executes, measures, monitors and controls quality processes in order to improve overall organization performance.
Added 1 hour ago
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Sr. BSA (API)
Galent
Toronto, ON
- Contract
Business Systems Analyst with strong API integration expertise to bridge business requirements and technical solutions. You will analyze systems, design process improvements, and guide…
Added 1 hour ago
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Modeling & Risk Management - Senior Risk Analyst
Driven
ON · Ontario, Canada
- Full-time
…empower Canadian small businesses through innovative financial services. At the heart of our offering is our digital experience, which is powered by our proprietary software platform, our…
Added 1 hour ago
VC
Analyst (Payroll Services)
Vanier College
Montreal, QC
- $55,812 to $95,643 CAD / year
- Full-time
Under the supervision of the Manager of Payroll Services, the Analyst is responsible for the analysis, development, coordination and monitoring of all payroll systems, methods and…
Added 1 hour ago
CO
Application & Integration Technical Analyst
City of Saint John
Saint John, NB
- Full-time
Under the direction of the designated IT Manager, the Application and Integration Technical Analyst is a technical lead responsible for system architecture, data strategy, and integration…
Added 1 hour ago
NR
Planning and Analytics - Senior Financial Analyst
Norton Rose Fulbright
Toronto, ON
- Full-time
…committee, the national practice group leaders and business services leadership is something you would enjoy doing? You have strong communication skills, are tech savvy and wish to make a…
Added 1 hour ago
CT
Business Data Analyst
Canadian Tire Corporation
Oakville, ON
- Full-time
As the Business Data Analyst, you will provide structured transparency and management of our data assets. By focusing on data sourcing, integration, data quality and governance principles,…
Added 1 hour ago
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Credit Risk Analyst
BMO
Toronto, ON · YNG
- Full-time
The Credit Risk Analyst plays a critical role in supporting the end-to-end credit underwriting and approval process for new and existing credit names. The successful candidate will support…
Added 1 hour ago
AS
SENIOR BUSINESS ANALYST, DATA & ANALYTICS
Alliance Search Partners
Toronto, ON
- Full-time
Toronto-based IT company in the financial services and fintech industry. Focused on technology consulting, cloud computing, integration solutions, and enterprise data and analytics.
Added 1 hour ago
TI
Data Analyst
TekStaff IT Solutions
Toronto, ON · Greater Toronto Area, Canada
- Contract
TekStaff's Client has a current vacancy for a Data Analyst
Added 2 hours ago
PC
Senior Go to Market Analyst, Ecosystem Integration
Payments Canada
ON · Ontario, Canada
- $88,500 to $147,500 CAD / year
- Full-time
The Senior Go to Market Analyst, Ecosystem Integration is responsible for supporting the operational market readiness, adoption, and scale of the Real-Time Rail infrastructure and ongoing…

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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