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Added 3 mins ago
BS
Senior Business Systems Analyst
Brainhunter Systems Ltd
Toronto, ON
- Contract
Brainhunter is currently seeking the services of a “Senior Business Systems Analyst” for a contract opportunity with one of our Valued Clients.
Added 3 mins ago
TI
PHP Developer
Tekgence Inc
Toronto, ON
- Contract
Work in a data analyst role and with business intelligence applications
Added 3 mins ago
CL
IT Business Systems Analyst
Canada Life
London, ON
- Full-time
We are looking for a Business Systems Analyst.
Added 3 mins ago
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People Operations Analyst/Analyste aux opérations des personnes
Nuvei
Montreal, QC
- Full-time
Title: People Operations Analyst - 12 MONTH CONTRACT
Added 3 mins ago
TI
Capital Market business analyst
Tekgence Inc
Montreal, QC
- Contract
6–10+ years of experience as a Business Analyst in Capital Markets or Financial Services.
Added 3 mins ago
MG
Client Billing Specialist – Global Entity Services / Spécialiste de la facturation des clients – Services aux entités mondiales
Maples Group
Montreal, QC
- Full-time
We are looking for an accomplished Client Billing and Data Analyst to join our Global Entity Services team as part of our financial services business in Montreal.
Added 3 mins ago
TC
Business Analyst
Tata Consultancy Services
Calgary, AB
- $100,000 to $120,000 CAD / year
- Full-time
Tata Consultancy Services (BSE: 532540, NSE: TCS) is the technology partner of choice for industry-leading organizations worldwide. Since its inception in 1968, TCS has upheld the highest…
Added 3 mins ago
PC
Senior Technical Support Analyst / Analyste principal(e) du soutien technique
Parkland Corporation
Montreal, QC
- Full-time
…techniques et les fournisseurs afin de rétablir rapidement les services et d’améliorer la fiabilité des…
Added 3 mins ago
PC
Senior Technical Support Analyst / Analyste principal(e) du soutien technique
Parkland Corporation
Calgary, AB
- Full-time
…techniques et les fournisseurs afin de rétablir rapidement les services et d’améliorer la fiabilité des…
Added 3 mins ago
MI
Senior DevOps Developer-Analyst
Maarut Inc
Levis, QC
- Contract
The client is looking for a senior DevOps profile who builds the delivery tooling around database and backup services, rather than an expert in those services themselves. The distinctive…
Added 4 mins ago
Data Reporting Analyst (12-Month Contract)
GWL Realty Advisors
Toronto, ON
Reporting to the Manager, Financial Reporting, the Data Reporting Analyst (12-Month Contract) will play a key role in driving data-informed decision-making across a diverse portfolio of…
Added 33 mins ago
V
Banker Support Analyst
Vertage
Montreal, QC
- Contract
We are seeking a Banker Support Analyst to join a leading global financial institution's Corporate Banking team. This role will support corporate banking transactions, client data…
Added 33 mins ago
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Quality Assurance Analyst
Dexian
Toronto, ON · Greater Toronto Area, Canada
- Contract
Test analyst/Business Analyst II – Content Migration & Validation
Added 33 mins ago
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Analyste d’Affaires CRM
DELAN - IT Talent Solutions
Montreal, QC
- Full-time
The CRM Business Analyst will be responsible for designing tailored CRM solutions and translating clients' business needs into clear functional requirements.
Added 34 mins ago
H
Information Technology Senior Analyst
HealthCareersInSask.ca
Regina, SK
- Full-time
…Authority (SHA) is committed to providing coordinated quality services that are seamless, safe and…
Added 34 mins ago
KP
Autism Support Assistant - CUPE P/D
Kerry's Place Autism Services
Orangeville, ON
- $20.59 to $24.95 CAD / hour
- Part-time
- Temporary
Reporting to Manager, Services and Supports, the Autism Support Assistant is responsible to ensure that the day to day support provided to people with Autism meets the expectations of…
Added 34 mins ago
KP
Autism Support Assistant - SEIU (Supported Living)
Kerry's Place Autism Services
Toronto, ON
- $23.03 to $25.21 CAD / hour
- Part-time
Reporting to Manager, Services and Supports, the Autism Support Assistant is responsible to ensure that the day to day support provided to people with Autism meets the expectations of…
Added 34 mins ago
Business Analyst - Commercial & Operations
Amrize
Hamilton, ON · London, ON
The Business Analyst, Commercial & Operations is responsible for commercial, operational, delivery, and sustainability analysis and reporting. This role champions data integrity within SAP…
Added 34 mins ago
Senior Analyst, Global Pay and Time Solutions (contract)
Scotiabank
Toronto, ON
The Senior Analyst, Global Payroll and Time Solutions is the subject matter expert for global payroll and time solutions, ensuring their integrity, compliance, and effective integration…
Added 34 mins ago
Senior Policy Analyst (Program Admin Officer 4)
The Government of Nova Scotia
Halifax, NS
We are seeking a Senior Policy Analyst to join the Marine Renewables Division. This is a key position within the Department of Energy responsible for providing leadership on a variety of…
Added 49 mins ago
IM
Associate, Performance and Analytics, Reporting
Investment Management Corporation of Ontario (IMCO)
Toronto, ON
- Full-time
This is an analyst level position and is a key member of the Performance Measurement and Analytics team, tasked with the production of complex investment performance and analytical…
Added 49 mins ago
M
Analyste, systèmes et opérations RH l People Operations Systems Analyst
Medisca
Montreal, QC
- Full-time
…complètes et essentielles, y compris des ingrédients et des services pharmaceutiques, la fabrication de technologies de mélange, des tests analytiques et la formation, Medisca comble les…
Added 1 hour ago
AS
IT Business Analyst
AgileGrid Solutions
Canada
- Full-time
…and innovation within the waste management and environmental services industry. With a focus on transforming waste into valuable resources, Sanimax provides comprehensive solutions that…
Added 1 hour ago
CI
Senior Quality Assurance Analyst – Test Automation (SDET)
Canadian Institute for Health Information (CIHI)
ON · Ontario, Canada
- Contract
Familiarity with cloud-based data transformation and data warehousing concepts is preferred. Experience with AWS services such as S3, Redshift, Athena, CloudWatch, and related technologies…
Added 1 hour ago
NR
Risk Analyst - ALM and Optimization
Nexus Risk Management Inc.
Toronto, ON
- Full-time
What the ALM and Optimization Risk Analyst will do:

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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