Find work in Canada.

332,965 jobs across our Canadian network. How we count

Jobs in Canada

25+ jobs

Email me new jobs Save this search

Added 17 mins ago
SM
RQ11518 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking an experienced Senior Business Analyst with strong expertise in business requirements gathering, business process reengineering, Agile methodologies, business modelling,…
Added 17 mins ago
SM
RQ11619 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking an experienced Senior Business Analyst with strong expertise in business requirements gathering, business process reengineering, Agile methodologies, business modelling,…
Added 17 mins ago
SM
RQ11612 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking an experienced Senior Business Analyst with strong expertise in business requirements gathering, business process reengineering, Agile methodologies, business modelling,…
Added 17 mins ago
NS
2627-188 - Digital Technology Analyst (CS12) - IT Campus
Nova Scotia Community College - NSCC
Halifax, NS
- Temporary
Provide students, faculty, and staff with highly specialized Tier 1 level IT support via phone, e-mail, and in-person.
Added 19 mins ago
DC
Senior Financial Analyst, FP&A
DATA Communications Management Corp
Brampton, ON
- $80,133 to $100,166 CAD / year
- Full-time
As a Senior Financial Analyst, FP&A, you’ll turn financial and operational data into clear insights that help technology-enabled business unit leaders understand performance and make…
Added 19 mins ago
Programmer Analyst Advisory
Scotiabank
Toronto, ON
The Senior Mainframe Developer is responsible for the design, development, maintenance, and support of Commercial Lending applications. The successful candidate will work closely with…
Added 19 mins ago
Senior Analyst, Secondary Nostro Funding, GTB Payment Operations
Scotiabank
Toronto, ON · Scarborough, ON
Global Transaction Banking (GTB) is the payments and transaction engine of Scotiabank. We support Small Business, Commercial and Corporate clients with effective treasury management…
Added 34 mins ago
AC
Modern Workplace and Platform Services Analyst - Endpoint Security Management
Air Canada
Toronto, ON · Dorval, QC
- Full-time
The Analyst, Endpoint Security Management, is the primary point of contact for cybersecurity inquiries affecting end-user workstations and mobile devices across Air Canada. The role…
Added 48 mins ago
I
Technical Support Analyst
ICES
Toronto, ON
- Contract
ICES is seeking a Technical Support Analyst to join our Technology department. The Technical Support Analyst is responsible for providing comprehensive end-user technical support and…
Added 1 hour ago
IC
Technical Support Analyst
ICES Central
Toronto, ON
- Full-time
- Temporary
ICES is seeking a Technical Support Analyst to join our Technology department. The Technical Support Analyst is responsible for providing comprehensive end-user technical support and…
Added 1 hour ago
D
Financial & Operational Analyst - Analyste financier et opérationnel
DAVIDsTEA
Mont-Royal, QC
- Full-time
We are looking for an all-star Financial & Operational Analyst to join our finance team and help drive the profitable growth of our omnichannel business - retail stores, e-commerce, and…
Added 1 hour ago
IA
Financial Analyst
Indotronix Avani Group
Gatineau, QC
- Contract
A Financial Analyst III has to support succession planning and contribute to the execution of the company’s accounting, budgetary, and regulatory cycle. This role offers exposure to capital…
Added 1 hour ago
GO
Asset Management Analyst
Government of New Brunswick
Fredericton, NB
- Full-time
Service New Brunswick is seeking an individual to join the Client Services Branch within the Technology Services Division as Asset Management Analyst in Fredericton.
Added 1 hour ago
T
Data Centre Analyst
TEKsystems
Ottawa, ON
- $50 to $60 CAD / hour
- Contract
One of TEKsystems largest professional services clients is looking for a strong Infrastructure analyst to take on a Client facing support role.
Added 2 hours ago
JI
Integrated Logistics Support Analyst
J.D. Irving, Limited
NS · Dartmouth, NS
- Full-time
Fleetway is hiring Integrated Logistics Support (ILS) Analysts to support the delivery and long-term sustainment of Canada’s next generation naval platforms. In this role, you will…
Added 3 hours ago
W
Data Analyst, Sr.
Wiraa
Canada
- Full-time
We are seeking a highly skilled Senior Data Analyst, Customer Success to join our dynamic team. In this pivotal role, you will be responsible for analyzing complex data sets, developing…
Added 4 hours ago
HT
Master Data Mgmt Analyst
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM a company with a strong foundation built on innovation, close customer relationships, a strong sense of community and a unique culture and values. We are looking for…
Added 5 hours ago
PM
Product Analyst
Product Madness 📱🎮
Montreal, QC
- Full-time
We are looking for a dedicated Product Analyst to join our growing team. In this role, you will support the creative divisions within, working alongside other analysts and experts in data…
Added 5 hours ago
PM
Product Analyst
Product Madness 📱🎮
Montreal, QC
- Full-time
We are looking for a dedicated Product Analyst to join our growing team. In this role, you will support the creative divisions within, working alongside other analysts and experts in data…
Added 5 hours ago
PM
Product Analyst
Product Madness 📱🎮
Montreal, QC
- Full-time
We are looking for a dedicated Product Analyst to join our growing team. In this role, you will support the creative divisions within, working alongside other analysts and experts in data…
Added 5 hours ago
PM
Product Analyst
Product Madness 📱🎮
Montreal, QC
- Full-time
We are looking for a dedicated Product Analyst to join our growing team. In this role, you will support the creative divisions within, working alongside other analysts and experts in data…
Added 5 hours ago
FH
Analyst, Business Systems
Fraser Health
Surrey, BC
- Full-time
The Analyst, Business Systems, Health Informatics - Community and Primary Care, is responsible for providing a range of business and systems analysis and support services to the community…
Added 5 hours ago
FH
Analyst, Business Systems
Fraser Health
Surrey, BC
- Full-time
The Analyst, Business Systems, Health Informatics - Acute Care and Clinical Support, is responsible for providing a range of business and systems analysis and support services to the acute…
Added 5 hours ago
TC
Waterfall Analyst, Waterfall Ancillary Services
The Citco Group Limited
Toronto, ON
- $68,000 to $86,000 CAD / year
- Full-time
…calculations, inclusive of specific Limited Partner provisions, to support the on-boarding of funds to Citco’s waterfall calculation…
Added 5 hours ago
YO
Financial Analyst, Funded Programs
YMCA of Greater Halifax/Dartmouth
Dartmouth, NS
- Full-time
The Financial Analyst, Funded Programs ensures compliance with contractual financial terms and conditions by analyzing financial transactions, preparing claims and forecasts, monitoring…

NRG

Quality Analyst

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

Apply About employer

Applications open in a new tab.

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.

Apply About employer

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

Report this job