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Added 2 mins ago
KR
Junior Finance Controller
Kassen Recruitment
Mississauga, ON
- $95,000 to $100,000 CAD / year
- Full-time
The role is particularly well suited to someone at the Senior Accountant, Senior Financial Analyst, or Assistant Finance Manager level who is ready to broaden their responsibilities and…
Added 4 mins ago
BA
Sr. Financial Analyst
Brookfield Asset Management
Toronto, ON · Brookfield Place
- Full-time
Added 17 mins ago
PC
Technical Support Analyst / Analyste du soutien technique
Parkland Corporation
Calgary, AB
- Full-time
Added 17 mins ago
PC
Technical Support Analyst / Analyste du soutien technique
Parkland Corporation
Montreal, QC
- Full-time
Added 30 mins ago
E
FP&A senior analyst - Close to Downtown Montreal
Exceleris
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
Reporting to the FP&A Manager, the Senior FP&A Analyst supports budgeting, forecasting, and financial planning in a multi-entity, multi-currency environment. The role also includes monthly…
Added 30 mins ago
V
Head of National Accounts & Institutional Sales, Vanguard Canada
Vanguard
Toronto, ON
- Full-time
…success within the target markets and segments of Canada (e.g., retail analyst, industry head offices, key retail gate keepers, DC business, key consultants, and record…
Added 30 mins ago
S
Procurement Analyst
Sobeys
Montreal, QC
- Full-time
Added 32 mins ago
LC
Senior Analyst, Financial Systems
Loblaw Companies Limited
Brampton, ON
- Full-time
…connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact…
Added 32 mins ago
R
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 32 mins ago
S
Financial Analyst, Operations in Ontario
Sobeys
Mississauga, ON
- Full-time
The Financial Analyst, Operations in Ontario will provide financial analysis and business decision support to the Manager and Director of Finance Operations, the District Operators and…
Added 1 hour ago
C
Analyst, Client Onboarding & Service
CIBC
Toronto, ON
- Full-time
Relationship Building – As a project manager the Analyst, Client onboarding & Sales Support will lead and manage the transition effort while collaborating with the team identified to…
Added 1 hour 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 1 hour ago
CT
Merchandising Capability Analyst
Canadian Tire Corporation
Calgary, AB · Quarry Park
- Full-time
As a Capability Analyst, you will connect business strategy with day-to-day execution. You will work with stakeholders to understand challenges, define requirements, improve processes, and…
Added 1 hour 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 1 hour ago
GT
Data Services Analyst
Global Technical Talent, an Inc. 5000 Company
Toronto, ON
- $35 to $44 CAD / hour
- Contract
Added 2 hours ago
CS
Business Analyst (Pricing & Promotions)
Cyber Space Technologies LLC
Toronto, ON
- Contract
Job Title: Business Systems Analyst (Pricing & Promotions)
Added 2 hours ago
EB
Lead, Business System Analyst
EQ Bank | Canada's Challenger Bank
Toronto, ON
- Full-time
The Lead Business System Analyst (BSA) will facilitate the identification and documentation of detailed user stories (functional requirements), process and system flows and contribute to…
Added 3 hours ago
EB
Lead, Business System Analyst
EQ Bank
Toronto, ON
- Full-time
The Lead Business System Analyst (BSA) will facilitate the identification and documentation of detailed user stories (functional requirements), process and system flows and contribute to…
Added 3 hours ago
RD
Investment Advisor
RBC Dominion Securities
Toronto, ON
- Full-time
You have completed the Canadian Investment Regulatory Exam, CIRE and the Retail Securities Exam (RSE) or will prior to your start date.
Added 3 hours ago
EM
Business Intelligence Analyst
Exact Match Recruitment
Pickering, ON
- $80,000 to $90,000 CAD / year
- Contract
We are seeking a results-driven Business Intelligence (BI) Analyst to transform complex operational, sales, and supply chain data into actionable visual insights. You will collaborate…
Added 3 hours ago
PF
Data Analyst 1
Pattison Food Group
Langley (District), BC · Langley, BC
- Full-time
The Data Analyst 1 contributes to initiatives across areas such as customer analytics, loyalty, marketing, retail operations, and merchandising. Using large and complex datasets, this role…
Added 3 hours ago
Financial Analyst, Operations in Ontario
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Mississauga, ON · Halifax, NS · Stellarton, NS · Calgary, AB
The Financial Analyst, Operations in Ontario will provide financial analysis and business decision support to the Manager and Director of Finance Operations, the District Operators and…
Added 4 hours ago
SG
OTC Derivatives Analyst
S&P Global
Toronto, ON
- Full-time
Added 4 hours ago
GC
Bilingual Translation Analyst
Grainger Canada
Vaughan, ON
- Full-time
…quality standards and style guidelines. The Bilingual Translation Analyst will report directly to the Onsite Search & Content Manager and is an affiliated team member of the Grainger Canada…
Added 4 hours ago
SC
Senior Analyst Category Management
Sysco Canada Inc.
Halifax, NS
- Full-time
The Senior Analyst, Category Management will play a key role in driving data-driven decision-making and optimizing merchandising strategies across multiple categories. This role will…

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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