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Added 2 mins ago
LC
Senior Analyst, Transport Business Development
Loblaw Companies Limited
Brampton, ON
- Full-time
Using transportation, financial, and operational data, the Sr. Analyst provides insights that support accurate pricing, effective program management, revenue assurance, and continuous…
Added 2 mins ago
RC
Renewable Energy Analyst (Remote Working)
Renewable Careers
Canada
- Full-time
Carbon Accounting & Reporting: Assist in compiling and verifying Scope 1, 2, and 3 greenhouse gas (GHG) emissions inventories using enterprise sustainability software.
Added 2 mins ago
G
Senior Data Analyst
GOcxm
Toronto, ON
- Full-time
🚀 We're growing! Our Data Services team is hiring and looking for a talented Senior Data Analyst who is ready to make an impact, grow their career, and work alongside an exceptional group…
Added 2 mins ago
SL
Student, Data Analyst (Winter 2027)
Sun Life
Toronto, ON
- Full-time
Communicate recommendations and data insights to leadership teams
Added 4 mins ago
B
Senior Data Analyst (FT)
Brand-FX
Toronto, ON
- Contract
🚀 We're growing! Our Data Services team is hiring and looking for a talented Senior Data Analyst who is ready to make an impact, grow their career, and work alongside an exceptional group…
Added 4 mins ago
RC
Data Analyst - Bilingual
Rethink Canada
Toronto, ON
- Full-time
The Data Analyst is responsible for tracking, analyzing, and translating General Motors' social data into actionable performance narratives and optimizations. They will establish…
Added 18 mins ago
QM
Google & Meta Ads Internship
Qode Media
Toronto, ON
- Full-time
…workflow, intra- and inter-departmental communication, tracking and reporting of Web Analyst daily activities; contribute to the development and improvement of processes that support the…
Added 31 mins ago
N(
Enterprise Data Systems Analyst
NAIT (Northern Alberta Institute of Technology)
AB · Edmonton, AB
- Full-time
The Enterprise Data Systems Analyst is an intermediate-level IT position responsible for supporting the effective operation of technology resources.
Added 31 mins ago
CO
Application & Integration Technical Analyst
City of Saint John
Saint John, NB
- Full-time
Under the direction of the designated IT Manager, the Application and Integration Technical Analyst is a technical lead responsible for system architecture, data strategy, and integration…
Added 31 mins ago
C
Senior Consulting Manager - Senior Business Analyst, Master Data Management / Counterparty
Cognizant
Toronto, ON
- $125,000 to $150,000 CAD / year
- Full-time
As a Senior Consulting Manager specializing as a Sr. Business Analyst- Master Data Management (MDM) and Counterparty Data, you will work with leading Capital Markets clients to assess,…
Added 31 mins ago
C
Senior Mainframe Test Analyst
Cognizant
Toronto, ON
- $60,000 to $90,000 CAD / year
- Full-time
Support release validation, production verification, data migration testing, and quality reporting while contributing to testing best practices and mentoring team members.
Added 31 mins ago
S-
Junior Business Analyst, Corporate Banking (Contract) - Toronto, ON
Scotiabank - Global Banking and Markets
Toronto, ON
- Full-time
…Banking teams in Canada, the US and Europe. The Junior Business Analyst (JBA) is a key contributor to the success of the team, assisting in the management of important operational functions…
Added 31 mins ago
U
E-Commerce & Logistics Analyst
UNIQLO
Toronto, ON · Greater Toronto Area, Canada
- $84,000 to $87,000 CAD / year
- Full-time
Reporting directly to the Project Manager and Logistics Specialist, the E-Commerce & Logistics Analyst plays a pivotal role within our logistics team. In this position, you will champion…
Added 31 mins ago
ET
Senior Product Manager, Integration & Data Platforms
Encore Technical Solutions Inc.
Toronto, ON · Greater Toronto Area, Canada
- Contract
Support initiatives involving data lakes, data warehouses, analytics platforms, customer data platforms (CDPs), and enterprise reporting environments.
Added 31 mins ago
SC
Accounting Analyst (Contract)
Staples Canada
Richmond Hill, ON
- $47,800 to $59,750 USD / year
- Full-time
Provide supplementary and ad-hoc reporting / analysis as required.
Added 31 mins ago
BR
Business Analyst, Operational Strategy
Brookfield Renewable N.A.
Gatineau, QC
- Full-time
Reporting to the Director, Operational Strategy, the Business Analyst serves as a key liaison between business stakeholders, technology teams, and operational groups. This role is…
Added 31 mins ago
OP
Senior Financial Analyst
Ottawa Police Service
Ottawa, ON
- Full-time
Reporting to the Manager of Financial Planning, the Senior Financial Analyst provides analytical resources to OPS including:
Added 33 mins ago
T
Finance Operations Analyst III
TD
Dieppe, NB
- Full-time
Provides a broad range of analytical / advanced finance processing / reporting support and general accounting expertise. Roles may also provide related finance operational / initiative…
Added 33 mins ago
M
Pricing - Products & Partnerships Analyst
Moneris
Toronto, ON
- Full-time
…pricing processes, support pricing models with accurate cost data, and provide insights that support business…
Added 33 mins ago
SL
Senior Data Analyst
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto One York
- Full-time
Reporting to the Manager of RA&S Marketing Analytics, the Senior Data Analyst, you will play a key role in this transformation. You will lead analytics from business-question definition…
Added 33 mins ago
SL
Senior Risk Business Analyst
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto One York
- Full-time
The Senior Risk Business Analyst will make a meaningful contribution to Sun Life’s Corporate Risk Operations team by combining business analysis expertise and business-facing support for…
Added 33 mins ago
Junior Business Analyst, Corporate Banking (Contract) - Toronto, ON
Scotiabank
Toronto, ON
…Banking teams in Canada, the US and Europe. The Junior Business Analyst (JBA) is a key contributor to the success of the team, assisting in the management of important operational functions…
Added 33 mins ago
TS
Program Analyst
The Salvation Army Canada and Bermuda Territory
Ottawa, ON
- Full-time
· The performance of the job requires frequent data entry, moderate attention when responding to phone inquiries, and detailed eye work
Added 49 mins ago
AY
Data Administrator, Market Intelligence
Avison Young Canada
Vancouver, BC
- Full-time
We are hiring a Data Analyst, to support data administration on our Market Intelligence team in our Vancouver Office. Working as part of the Market Intelligence Team, this role will focus…
Added 49 mins ago
Senior Data Analyst, GTM Operations
7shifts
Saskatoon, SK
As the Senior Data Analyst at 7shifts, you’ll be the analytical partner to our Go-to-Market and Finance teams. Reporting to our Manager, Data & Analytics, you’ll work alongside analysts,…

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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