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Added 5 mins ago
Construction Technology Analyst
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Here's how a Construction Technology Analyst for PCL Constructors Inc. within Edmonton NAHQ contributes to our team:
Added 22 mins ago
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Actuarial Analyst III
TD
Toronto, ON · Montreal, QC
- Full-time
Added 24 mins ago
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- $75 to $85 CAD / hour
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- $45 to $60 CAD / hour
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Sr. Quantitative Analyst, Quantitative Risk Modeling
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Toronto, ON
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Sr. Financial Analyst, Legal Entity Reporting
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Added 56 mins ago
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Executive Assistant
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Toronto, ON
- $60,000 to $70,000 CAD / year
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Manage complex, frequently changing calendars for the VP, including scheduling investor meetings, analyst calls, board and committee meetings, and internal leadership sessions across…
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IT Business Analyst
Manulife
Toronto, ON
- Full-time
Added 56 mins ago
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Moncton, NB · Halifax, NS · St. John's, NL · Sysco Halifax
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The Senior Analyst, Business Development drives Sysco's market position and financial growth by acquiring new business through strategic planning, advanced analytics, and effective contract…
Added 1 hour ago
Senior Actuary Analyst
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IT Business Analyst (ServiceNow)
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Analyst - Property & Casualty Insurance Practice
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Analyste de durabilité- Contrat de 12 mois/Analyst, Sustainability – 12 Month Contract
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ITSM - Jira Analyst (Jira, JSM Cloud)
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Field Embedded Solutions Analyst - Construction
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The Field Embedded Solutions Analyst is a forward-deployed member of the Union Station project team. This role works side by side with project management, field engineering,…
Added 2 hours ago
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AI Augmented Quality Assurance Analyst I
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Engineering Analyst- 12 Month Contract
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The Engineering Analyst uses continuous improvement and analytical methods to understand, model, and improve supply chain processes and productivity. This position focuses on applying…
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Compensation Analyst - 1-year Contract
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Added 2 hours ago
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Data Engineer, Investments
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Added 2 hours ago
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Claims Analyst
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…opportunity to support clients when it matters most? As a Claims Analyst with our Special Markets Claims team, you will assess lower-risk and non-core claims in accordance with policy…
Added 2 hours ago
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Senior Financial Analyst - Outside Sales Finance
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Toronto, ON · North York, ON
- $90,000 to $100,000 CAD / year
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The Senior Financial Analyst is the primary finance partner for the Outside Sales team supporting commercial-account prospecting and growth. This visible role requires an analyst who can…
Added 2 hours ago
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Applications Product Owner
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Experience acting as a product owner, business analyst, or similar liaison role between operations stakeholders and technical teams
Added 3 hours ago
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Analyst, Business
IMAX Enhanced | Streaming & Consumer Technology
Mississauga, ON
- Full-time
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Added 4 hours ago
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Payroll Analyst
Flynn Group of Companies
Mississauga, ON
- $60,000 to $70,000 CAD / year
- Full-time

NRG

Quality Analyst

AB, Canada
Edmonton, AB, T5J 3N9, Canada
Calgary, AB, T2P 3S8, Canada

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Job details

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.

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More about this job

Responsibilities

The Quality Assurance Analyst monitors and evaluates customer interactions to ensure quality, compliance, and performance standards are met across outsourced operations. They collaborate with vendor teams to identify trends, provide coaching opportunities, and maintain accurate quality reporting.

Requirements

Candidates must have a bachelor's degree in a relevant field or equivalent experience, along with at least two years of experience in quality assurance or contact center operations. Proficiency in quality management tools and strong analytical and communication skills are required.

Skills

Quality Assurance
Customer Care
Data Analysis
Performance Monitoring
Calibration
Reporting
Communication
Analytical Skills
Organizational Skills
Regulatory Compliance
Interaction Analytics
Coaching
Attention To Detail
Problem Solving
Vendor Management

Visa sponsorship

Not detected in the job text

Keywords

Quality Assurance
Customer Care
Cresta
NICE
Verint
CallMiner
Contact Center
Performance Metrics
Compliance
Data Analysis
Interaction Analytics
Scorecards
Calibration
Vendor Management
Energy Industry
Regulatory Requirements
Reporting
Coaching
PII Masking
Quality Audits

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