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Added 21 mins ago
TH
PACKAGING & BRAND ANALYST
The Home Depot Canada
Bolton, ON
- Full-time
As a subject matter expert in packaging, the Packaging Analyst will be required to support the growth, quality and productivity within the business. The role requires daily business…
Added 21 mins ago
TH
Sp°cialiste Marques/emballages
The Home Depot Canada
Bolton, ON
- Full-time
As a subject matter expert in packaging, the Packaging Analyst will be required to support the growth, quality and productivity within the business. The role requires daily business…
Added 23 mins ago
AG
Business Unit Manager
AXIUS GROUP LLC
Toronto, ON · North York, ON
- Full-time
…collaborative. While not a traditional technical position, the analyst must be comfortable working within ERP systems, interpreting operational data, and partnering with cross-functional…
Added 23 mins ago
SL
Senior Risk Business Analyst
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto One York
- Full-time
The Senior Risk Business Analyst will make a meaningful contribution to Sun Life’s Corporate Risk Operations team by combining business analysis expertise and business-facing support for…
Added 23 mins ago
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Analyst, Enterprise IT VMO
McKesson
Mississauga, ON
- Full-time
McKesson is seeking an Analyst, Enterprise IT VMO to support supplier performance, contract administration, compliance activities, and vendor operations across the organization. This role…
Added 26 mins ago
NF
Business management analyst
Newway Formwork Inc.
Calgary, AB
- From $46.7 CAD / hour
- Full-time
- On-site
Added 38 mins ago
EV
January 2027 Business Analyst (Pension)
Elk Valley Resources
Calgary, AB · Sparwood, BC · Vancouver, BC
- $4,117 to $5,192 CAD / month
EVR is proud to be part of the Glencore Group, contributing to a global portfolio of operations with a history that dates back more than 100 years in Canada.
Added 38 mins ago
CT
Pricing Analyst, Governance & Insights
Canadian Tire Corporation
Toronto, ON
- $55,000 to $65,000 CAD / year
- Full-time
The Pricing Analyst, Governance & Insights is a highly visible role across the organization that will challenge your ability to work with ambiguity, manage large amounts of data, turn…
Added 38 mins ago
WM
Junior IT Analyst
Weldco-Beales MFG Alberta Ltd
Barrie, ON
- $65,000 to $75,000 CAD / year
- Full-time
The Junior IT Analyst supports day-to-day technology operations while helping transform financial and operational data into accurate, meaningful reports and dashboards. This role is suited…
Added 53 mins ago
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Business Development & Discovery Lead
Hatch
Remote, Canada
- $65,000 to $80,000 CAD / year
- Full-time
- Remote
The people you'll talk to are business leaders - in product, operations, customer, marketing or IT - at mid-to-large companies. They own an outcome and a budget, and they need software…
Added 53 mins ago
CL
Transportation Warranty Analyst
Charger Logistics Inc
Brampton, ON
- Full-time
As a Transportation Warranty Analyst you will work closely with our Safety, Shop and Warehouse team to manage complete and accurate processing of warranty claims. You will be expected to…
Added 53 mins ago
Senior Finance and Procurement Analyst
Government of Alberta
AB
Reporting to the Manager, Financial and Administrative Operations, the Senior Finance and Procurement Analyst is responsible for procurement, contract and payment controls, compliance and…
Added 53 mins ago
LC
Analyst Part Time Day
Loblaw Companies Limited
Ottawa, ON
- Part-time
Added 1 hour ago
RB
Lead Business System Analyst
Royal Bank of Canada
Toronto, ON
- Full-time
Added 1 hour ago
AC
Cyber Operations Analyst
Air Canada
Dorval, QC
- Full-time
The Cyber Security Operations Centre Analyst will be working in a fast paced and innovative environment for one of North America’s top airlines. The Cyber Security Operations Centre Analyst…
Added 1 hour ago
LB
Senior Analyst Securitization
Laurentian Bank
Montreal, QC
- Full-time
…with multiple internal and external counterparties. The Senior Analyst will actively participate in operations and help guide team decisions to optimize the various programs under the…
Added 1 hour ago
T
Business Systems Analyst
TEKsystems
Toronto, ON
- $75 to $80 CAD / hour
- Contract
A Tier 1 bank needs a Business Systems Analyst (BSA) to support a significant increase in project work, including enhancements to existing products and the development of a net new platform…
Added 1 hour ago
EV
January 2027 Business Analyst (Pension)
Elk Valley Resources
Sparwood, BC
- $4,117 to $5,192 CAD / month
- Full-time
EVR is proud to be part of the Glencore Group, contributing to a global portfolio of operations with a history that dates back more than 100 years in Canada.
Added 1 hour ago
IC
Analyste produits et gestion des prix/ Product Pricing Analyst
ISN Canada Group Inc.
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
Le titulaire du poste collabore étroitement avec les équipes des Achats, du Marketing, des Ventes, et l'équipe des Opérations numériques, ainsi qu'avec les fournisseurs, afin d'assurer une…
Added 1 hour ago
BC
Analyst, Revenue Growth Management
Bimbo Canada
Toronto, ON · Etobicoke, ON
- Full-time
…serving major grocery chains, retail outlets and foodservice operations across…
Added 1 hour ago
CC
Information Management Analyst
CANES Community Care
Toronto, ON · Etobicoke, ON
- Full-time
Support a Mission-Driven Team as a Information Management Analyst!
Added 1 hour ago
ST
Trade Compliance Data Analyst
Sailun Tire Americas
Woodbridge, ON
- $75,000 to $80,000 CAD / year
- Full-time
The Trade Compliance Data Analyst is responsible for the accuracy, integrity, and maintenance of duty-related data within ERP systems (NAV, SAP) and for validating the accuracy of customs…
Added 1 hour ago
VA
Junior Analyst, Investment Analytics
Vincent Associates Inc.
Toronto, ON
- Full-time
- Temporary
…Analytics & Data department is central to Fundata’s core business operations. You will be relied upon to deliver high quality results within strict deadlines. This is a junior level…
Added 1 hour ago
O
Data Analyst
OPTrust
Toronto, ON
- Full-time
Department: Member Experience and Pension Operations
Added 1 hour ago
T
FCRM Testing Analyst - Technology Testing (5557)
TD
Toronto, ON
- Full-time
The FCRM Testing Analyst executes independent testing of FCRM controls for assigned technologies (Applications/tools, etc.) across the Enterprise which entails FCRM risks.

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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