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Added 2 mins ago
T
Business Reporting Analyst
TEEMA
Burnaby, BC
- $40 to $60 CAD / hour
- Contract
Experience with reporting governance, data quality and QA/QC.
Added 2 mins ago
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Analyst, Investment Services
LetkoBrosseau
Toronto, ON
- Full-time
We are looking for a motivated candidate to join our team. The Analyst role amongst our Investment Services Team is one that is dynamic and challenging, with a strong focus on both personal…
Added 2 mins ago
ED
Customer Data Analyst - EN 055
Export Development Canada | Exportation et développement Canada
Ottawa, ON
- $65,172 to $86,898 CAD / year
- Full-time
The team's work spans the customer data lifecycle - from sourcing and integrating data, through transformation and quality controls, to analysis, visualization and operational deployment.…
Added 2 mins ago
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Financial Analyst, FP&A (Hybrid – Boucherville)
RONA
Boucherville, QC
- Full-time
Reporting to the Finance Manager, the Financial Analyst offers a financial support to the retail store sector for all the Rona inc banners. The analyst will work directly with the regional…
Added 19 mins ago
MH
Supervised Lead Therapist and Float - Oakville
Monarch House
Oakville, ON
- Part-time
The Supervised Lead Therapist and Float is responsible for assisting the supervising Sr. Behaviour Consultant/Behaviour Analyst (BCBA/RBA) with the implementation of assessments, program…
Added 19 mins ago
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Sr. IT Ops Analyst (Azure Public Cloud Operations)
TD
Toronto, ON
- Full-time
Responsible for DEV to PROD environmental Cloud PaaS/IaaS support and processes. This is to ensure quality, performance, and availability of Public Cloud services.
Added 19 mins ago
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Compliance Business Oversight Analyst II (5535)
TD
Toronto, ON
- Full-time
Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and promote timely communication of…
Added 32 mins ago
CO
Senior Financial Analyst/ ERP Support Analyst (1 Year Contract)
City of Markham
Markham, ON
- $102,464 to $143,867 CAD / year
- Contract
The City of Markham is seeking a Senior Financial Analyst/ERP Support Analyst within the Financial Planning Division of the Finance Department. Reporting to the Senior Manager, this dual…
Added 32 mins ago
PS
Automation Specialist - SCADA / MES
Phoenix Search Group Inc.
Toronto, ON · Etobicoke, ON
- $85,000 to $100,000 CAD / year
- Full-time
report to the Business Analyst for day – to – day task. Willing to work flexible schedule, including evenings and
Added 34 mins ago
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Senior Analyst, Media Effectiveness
dentsu
Toronto, ON
- Full-time
The Senior Analyst, Media Effectiveness is responsible for measuring and evaluating media performance, delivering actionable insights, and supporting data-driven decision-making across…
Added 34 mins ago
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Analyst, System and infrastructure operations, maintenance and development
Desjardins
Montreal, QC
- Full-time
As a systems and infrastructure operations, maintenance and development analyst, you support IT efficiency. You design, configure, administer, maintain, upgrade and test the quality of…
Added 34 mins ago
SC
Senior Business Analyst
Strathcona County
Sherwood Park, AB
- Full-time
The Senior Business Analyst (Business Analyst II) plays a crucial role within the Business Relationship and Project Management Branch, supporting the Business Relationship Management Lead…
Added 34 mins ago
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Credit Analyst
CIBC
Carman, MB
- Full-time
…Commercial Banking Managers and their portfolios. As a Credit Analyst, you will maximize the manager’s productivity by providing administrative and credit support, as well as high-quality…
Added 34 mins ago
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Digital Expansion Analyst - Simplii Financial
CIBC
Toronto, ON
- Full-time
…of how that commitment comes to life. As a Digital Expansion Analyst, you'll contribute to the execution and optimization of personalized, data-driven marketing campaigns and client…
Added 34 mins ago
CT
Financial Analyst, Consolidation & Reporting
Canadian Tire Corporation
Toronto, ON
- Full-time
As a member of the Corporate Accounting group, the Financial Analyst is responsible for the timely preparation of the Corporate Function expenses and assists in consolidated financial…
Added 34 mins ago
CT
Business Analyst, Real Estate and Construction Data
Canadian Tire Corporation
Toronto, ON
- $68,000 to $75,000 CAD / year
- Full-time
The Business Analyst, Real Estate and Construction Data is responsible for translating complex construction and financial forecasting data into clear, actionable insights while supporting…
Added 34 mins ago
Analyst, Business Systems
Canada Infrastructure Bank
Toronto, ON
The Analyst, Business Systems, will be based in Toronto and report to the Manager, Information Technology. The Analyst, Business Systems, is pivotal in documenting business requirements,…
Added 49 mins ago
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Senior Data Analyst
Jane
Remote, Canada
- Full-time
- Remote
…stakeholders to define requirements, validate logic, and deliver high-quality data products that guide critical financial…
Added 49 mins ago
TC
Fraud, Waste and Abuse Operations Lead Analyst - 12 Months Contract - Express Scripts Canada
The Cigna Group
Mississauga, ON
- Full-time
Job Title: Fraud, Waste and Abuse Operations Lead Analyst
Added 1 hour ago
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Associate, Research & Delivery (English)
Exiger
Vancouver, BC
- $50,000 to $60,000 CAD / year
- Full-time
Ability to deliver high quality work in a fast-paced, high volume environment with strict deadlines.
Added 1 hour ago
A
Senior Business Systems Analyst (Guidewire) - PolicyCenter & BillingCenter
Akkodis
Toronto, ON
- Contract
Position: Senior Business Systems Analyst (Guidewire) - PolicyCenter & BillingCenter
Added 1 hour ago
S
AML Analyst
Synechron
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
Synechron is looking for an AML Analyst to support the Transaction Monitoring Group (TMG) by reviewing transaction monitoring alerts, conducting investigations, and identifying potentially…
Added 1 hour ago
GT
Data Services Analyst
Global Technical Talent, an Inc. 5000 Company
Toronto, ON
- $35 to $44 CAD / hour
- Contract
Work with Manager to ensure distribution of work and management of team mailbox are efficiently handled and prioritized to ensure quality and efficiency.
Added 1 hour 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 1 hour ago
GA
Senior Financial Analyst - Logistics
Give and Go Prepared Foods
Toronto, ON · Etobicoke, ON
- $68,000 to $103,000 CAD / year
- Full-time
…ingrained values of respect, direct and open communication, quality and accountability, we’d love to have you join our team. Our Consumer Brands: two-bite® brand, include two…

NRG Energy

Quality Analyst

Calgary, AB, Canada

Full-time

Apply About employer

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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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