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Added 11 mins ago
J
Data Analyst, Growth Analytics - Entry Level
Jobright.ai
Canada
- Full-time
…accelerating your route to the best job outcomes. The Entry-Level Data Analyst will help measure and improve user acquisition, activation, engagement, and retention, partnering with growth,…
Added 11 mins ago
E
Support Center Analyst I Position
eSentire
Waterloo, ON
- $65,000 to $75,000 CAD / year
- Full-time
The successful candidate will be part of a growing team of skilled technical professionals, providing tier-1 support services. The candidate will be responsible for providing front-line…
Added 11 mins ago
K
Project Controls Analyst (Contract)
Kelly
AB · Edmonton, AB
- Contract
We are seeking a Project Controls Analyst to support large-scale industrial and infrastructure projects. This role is ideal for a detail-oriented professional with experience in project…
Added 11 mins ago
MC
Data Analyst – Power BI Microsoft Fabric (35903)
Myticas Consulting
Ottawa, ON
- Full-time
We are seeking a Data Analyst to join a highly collaborative technology and data team supporting a complex, operational environment in Ottawa.
Added 11 mins ago
KR
Senior Treasury Analyst
KIT Recruitment
Mississauga, ON
- $90,000 to $115,000 CAD / year
- Full-time
KIT Recruitment is partnering with an established organization to recruit a Senior Treasury Analyst to join its growing finance team.
Added 11 mins ago
MS
Energy Specialist (Engineering)
Metergy Solutions
Toronto, ON
- $60,000 to $75,000 CAD / year
- Full-time
As an Energy Specialist on the Commercial Services team, you will support the delivery of utility submetering and cost allocation reporting across our commercial portfolio.
Added 13 mins ago
AG
Quality Control Analyst
AtomVie Global Radiopharma Inc.
Hamilton, ON
- Full-time
As a QC Analyst, you will be responsible for working in accordance with company policies and within GMPs while contributing your technical expertise to support current products and develop…
Added 13 mins ago
FC
Information Technology Analyst
FIKA Company
AB · Edmonton, AB
- Full-time
The IT Analyst supports and maintains point-of-sale systems and business applications while coordinating new IT initiatives under the Director’s guidance. Success in this role requires…
Added 13 mins ago
G
Senior Data Analyst
GOcxm
Toronto, ON
- Full-time
🚀 We're growing! Our Data Services team is hiring and looking for a talented Senior Data Analyst who is ready to make an impact, grow their career, and work alongside an exceptional group…
Added 15 mins ago
Support Center Analyst I
eSentire
Waterloo, ON
The successful candidate will be part of a growing team of skilled technical professionals, providing tier-1 support services. The candidate will be responsible for providing front-line…
Added 15 mins ago
B
Senior Data Analyst (FT)
Brand-FX
Toronto, ON
- Contract
🚀 We're growing! Our Data Services team is hiring and looking for a talented Senior Data Analyst who is ready to make an impact, grow their career, and work alongside an exceptional group…
Added 29 mins ago
QM
Google & Meta Ads Internship
Qode Media
Toronto, ON
- Full-time
…inter-departmental communication, tracking and reporting of Web Analyst daily activities; contribute to the development and improvement of processes that support the alignment of quality,…
Added 42 mins 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 42 mins ago
TD
Research Analyst
The Defense Brief
Canada
- Part-time
The Research Analyst will support ongoing geopolitical monitoring by gathering information, organizing developments, tracking recurring themes, and helping structure intelligence outputs.…
Added 42 mins ago
U
E-Commerce & Logistics Analyst
UNIQLO
Toronto, ON · Greater Toronto Area, Canada
- $84,000 to $87,000 CAD / year
- Full-time
Reporting directly to the Project Manager and Logistics Specialist, the E-Commerce & Logistics Analyst plays a pivotal role within our logistics team. In this position, you will champion…
Added 42 mins ago
ET
Senior Product Manager, Integration & Data Platforms
Encore Technical Solutions Inc.
Toronto, ON · Greater Toronto Area, Canada
- Contract
Support initiatives involving data lakes, data warehouses, analytics platforms, customer data platforms (CDPs), and enterprise reporting environments.
Added 42 mins ago
RS
Change Management Analyst
Radiant Systems Solutions, Inc
AB · Edmonton, AB
- $55 to $60 CAD / hour
- Contract
We are seeking a Change Management Analyst to provide hands-on change management support for a complex transformation initiative.
Added 42 mins ago
SC
Accounting Analyst (Contract)
Staples Canada
Richmond Hill, ON
- $47,800 to $59,750 USD / year
- Full-time
Support and liaise with the external auditors in their execution of the audits.
Added 42 mins ago
BR
Business Analyst, Operational Strategy
Brookfield Renewable N.A.
Gatineau, QC
- Full-time
…the technology, processes, and operational capabilities that support Brookfield's North American Trading, Marketing, Scheduling, Risk, and Energy Management…
Added 44 mins ago
M
Pricing - Products & Partnerships Analyst
Moneris
Toronto, ON
- Full-time
You will support the Manager, Pricing - Products & Partnerships by providing analysis on partner portfolios, prospective partnerships, and product pricing & Card brand initiatives. In this…
Added 44 mins ago
SL
Senior Data Analyst
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto One York
- Full-time
When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in…
Added 44 mins ago
TS
Program Analyst
The Salvation Army Canada and Bermuda Territory
Ottawa, ON
- Full-time
…necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging…
Added 44 mins ago
Business Systems Analyst - Microsoft D365 Customer Engagement
EY
Toronto, ON
EY is seeking a Business Systems Analyst with experience in Microsoft Dynamics 365 Customer Engagement (CE) and the Power Platform to support the design and delivery of enterprise digital…
Added 44 mins ago
Tax & Law Technology - Process Transformation - Manager/Senior Analyst - Toronto
EY
Toronto, ON
Support the development and deployment of technology-enabled solutions, including workflow tools, automation initiatives, digital platforms, and process improvements.
Added 1 hour ago
AY
Data Administrator, Market Intelligence
Avison Young Canada
Vancouver, BC
- Full-time
We are hiring a Data Analyst, to support data administration on our Market Intelligence team in our Vancouver Office. Working as part of the Market Intelligence Team, this role will focus…

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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