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Added 4 mins ago
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2027 Winter – GRM, AI Business Analyst Intern – Innovation & AI Centre of Excellence (4 Months)
RBC
Toronto, ON
- Full-time
…capabilities. This role offers a unique opportunity to support the business development of real-world AI applications, directly impacting risk management workflows. As part of our dynamic…
Added 4 mins ago
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Product Management Analyst
RBC
Toronto, ON · Bedford, QC · Halifax, NS
- Full-time
…Office (CDO), we're seeking someone to help support data and business analytics activities, as well as the development of data story-telling materials and…
Added 4 mins ago
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Senior Analyst, IT Risk Analytics & Reporting (Global Security)
RBC
Toronto, ON
- Full-time
As the Senior Analyst, IT Risk Analytics & Reporting, you work with data enhancement, and governance of enterprise technology risk metrics. This role serves as a critical bridge between…
Added 4 mins ago
R
2027 Winter – GRM, AI Business Analyst Intern – Innovation & AI Centre of Excellence (4 Months)
RBC
Toronto, ON
- Full-time
…capabilities. This role offers a unique opportunity to support the business development of real-world AI applications, directly impacting risk management workflows. As part of our dynamic…
Added 20 mins ago
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Senior Operations Analyst
TD
Burlington, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 20 mins ago
PC
Cybersecurity Analyst
People Corporation
Toronto, ON · ON - PC Sheppard - Toronto
- Full-time
We are hiring a Cybersecurity Analyst to join our team in Toronto. In this role, you will support the delivery and operation of security initiatives across technology, processes, and…
Added 20 mins ago
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INFOSEC LEARNING AND DEVELOPMENT ANALYST (Temporary 4 months)
BDC
Montreal, QC
- Full-time
Opportunities for learning, training and development, and much more...
Added 30 mins ago
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Life Sciences Business Analyst
Medminds
NB · Chiasson Office, NB
- Full-time
You are the key driver and main point of contact for various projects that bridge technology, processes, and business needs. As a Business Analyst at Medminds, you analyze, optimize, and…
Added 30 mins ago
UP
Data Analyst, Administration & Finance
Unified Procurement Services Team (UPST)
NB · Chiasson Office, NB
- Full-time
The Data Analyst will collaborate with data and analytics professionals across the Administration & Finance function, as well as product owners/stakeholders, and A&F leadership, to…
Added 30 mins ago
SR
Change Management Analyst
Swim Recruiting
AB · Edmonton, AB
- Contract
Our client’s Strategic Procurement Office is seeking a Change Management Analyst to support a complex transformation affecting business processes, systems and ways of working. This is a…
Added 30 mins ago
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Officer Training & Development-Field
CN
Sudbury, ON · Capreol, ON
- Full-time
Support training material development by working with the Training Analyst
Added 34 mins ago
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Sr Systems Quality Analyst
LifeWorks
Toronto, ON · Montreal, QC · Quebec, QC
- $58,000 to $80,000 CAD / year
- Full-time
As a Senior QA Analyst you will be responsible of identifying high-level test scenarios, write test cases, and execute manual test scripts, report and follow-up on resolution of defects. In…
Added 34 mins ago
SD
Scrum Master
Symbiotic Digital
ON · Downsview Central, Ontario
- Contract
experience as a Scrum Master and Business Analyst in a DevOps environment,
Added 34 mins ago
Senior Disaster Recovery Analyst
The Canada Life Assurance Company
Winnipeg, MB · London, ON · Toronto, ON
We are seeking a Senior Disaster Recovery (DR) Analyst to manage, configure, and test our recovery capabilities across both on-premises and cloud environments. You will play a key role in…
Added 34 mins ago
Tax & Law Technology - Process Transformation - Manager/Senior Analyst - Calgary
EY
AB · Calgary, AB
As a Business Transformation Manager within the Canada Tax Technology Group (CTTG), you will play a key role in shaping and advancing the future of tax service delivery. You will partner…
Added 34 mins ago
Tax & Law Technology - Process Transformation - Manager/Senior Analyst - Vancouver
EY
Vancouver, BC
As a Business Transformation Manager within the Canada Tax Technology Group (CTTG), you will play a key role in shaping and advancing the future of tax service delivery. You will partner…
Added 34 mins ago
Junior Full Stack Developer
Government of Alberta
AB
Demonstrated ability to leverage AI and automation technologies to solve business problems, improve efficiency and user experience, and collaborate effectively with cross-functional…
Added 46 mins ago
AC
Accounting Analyst, Reconciliations
Alimentation Couche-Tard
Laval, QC
- Full-time
As part of Alimentation Couche-Tard's Operational Accounting team, the Reconciliation Accounting Analyst will provide accounting support services to the stores under his/her responsibility.
Added 46 mins ago
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Business Analyst, Entry Level
Jobright.ai
Canada
- Full-time
…accelerating your route to the best job outcomes. As an Entry-Level Business Analyst, you will turn operational and product data into clear insights, gather requirements, analyze business…
Added 46 mins ago
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Operations Analyst, Entry Level
Jobright.ai
Canada
- Full-time
…route to the best job outcomes. The Entry-Level Operations Analyst will turn operational and product data into clear insights, gathering requirements, analyzing business processes, and…
Added 46 mins ago
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PS Sub-Contractor Analyst, Engineering Program Management - Avionics
Bombardier
Dorval, QC
- Contract
Articulate the goals and objectives of the program, and how it will impact the business;
Added 46 mins ago
MI
Business Analyst- Capital Market
Maarut Inc
Montreal, QC
- Contract
Target candidate: a business analyst specialized in capital markets who has delivered projects involving derivatives and fixed income, from the trading desk through settlement and…
Added 46 mins ago
T
Senior Operations Analyst
TD
Burlington, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 46 mins ago
ES
Business Systems Analyst (BSA) – Payments
Enterprise Solutions Inc.
Canada
- Full-time
We are looking for an experienced Business Systems Analyst (BSA) with strong expertise in the Payments domain. The BSA will act as a liaison between business stakeholders and technology…
Added 48 mins ago
EI
Financial Analyst, Accounting and Systems
Equispheres Inc.
Ottawa, ON
- Full-time
The Financial Analyst works alongside the Controller on our Epicor ERP implementation, on sub-ledger and month-end close support, and on the reporting and analysis that guide decisions as…

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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