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Added 1 min ago
VL
TOR Properties - Senior Accountant
Vantage Living
Edmonton, AB
- $75,000 to $85,000 CAD / year
- Full-time
Position Summary: The Senior Accountant is responsible for full-cycle accounting across multiple entities, including financial reporting, reconciliations, budgeting, forecasting,…
Added 17 mins ago
MH
Financial Specialist
Milton Hydro Distribution Inc.
Milton, ON
- Full-time
The Financial Specialist is responsible for preparing entity and consolidated financial statements, operational and KPI reporting, and management and Board reporting packages for all…
Added 17 mins ago
MH
Director, Enterprise Project Management Office
Milton Hydro Distribution Inc.
Milton, ON
- Full-time
Provide accurate, timely portfolio-level reporting on scope, schedule, cost, risk, benefits, and interdependencies to the VP, executive team, and Board.
Added 17 mins ago
TN
Digital Marketing Coordinator
The Niagara Parks Commission
Niagara Falls, ON
- Full-time
Reporting to the Director, Sales, Marketing and Communications, the Digital Marketing Coordinator is responsible for combining the art of content strategy, management and web design to…
Added 17 mins ago
YH
Peer Support Navigator
York Hills Centre for Children Youth and Families
Maple, ON
- $58,294 to $61,842 CAD / year
- Contract
Reporting to the Youth Wellness Hub York Region Manager, the Peer Support Navigator will be part of a diverse Youth Wellness Team, providing support to youth aged 12 to 25, experiencing…
Added 17 mins ago
AI
Controller - Saskatoon Motor Products
AutoCanada Inc.
Saskatoon, SK
- $90,000 to $120,000 CAD / year
- Full-time
As Controller, you’ll work closely with dealership leadership, provide meaningful financial insight, oversee month-end reporting, and ensure the accounting operation runs accurately,…
Added 31 mins ago
O
Supervisor, Supportive Living Services- MNU-26-17
Ongwanada
Kingston, ON
- Internship
Added 31 mins ago
T
Business Systems Analyst II
TD
Toronto, ON
- Full-time
Supports the identification, maintenance, and reporting of traceability of system requirements
Added 32 mins ago
CG
Manager, Risk Modelling
Canada Guaranty
Toronto, ON
- $100,000 to $130,000 CAD / year
- Full-time
Reporting to VP, Risk Modelling, Analytics and Reporting, the ideal candidate will develop, maintain, and help implement effective quantitative models and analytics that will help guide…
Added 32 mins ago
CC
Assistant Corporate Secretary
Canadian Commercial Corporation
Ottawa, ON
- $100,589 to $134,487 CAD / year
- Full-time
Reporting to the Vice-President Legal Services, General Counsel and Corporate Secretary, the Assistant Corporate Secretary plays a key role in providing support to the Board of Directors…
Added 32 mins ago
HH
ELV Coordinator
HSC Holdings Inc
Richmond Hill, ON
- Full-time
…through BMW Canada. This role ensures full compliance with BMW Financial Services and BMW Canada. The ELV Coordinator works closely with the Service Manager, Accounting, and BMW Canada (FS)…
Added 46 mins ago
RB
Client Experience Associate
Royal Bank of Canada
Collingwood, ON
- Full-time
…every level and equips us to help our clients achieve their financial…
Added 1 hour ago
QH
Manager, Pharmacy Operations
Quinte Health
Belleville, ON
- Full-time
Reporting to the Director of Pharmacy, the Manager, Pharmacy Operations provides operational leadership and oversight of the day-to-day delivery of Pharmacy Services across Quinte Health.
Added 1 hour ago
TS
Protection Services Worker
The Salvation Army in Canada
Fort McMurray, AB
- Full-time
Added 1 hour ago
AI
Human Resources Business Partner
ATS Industrial Automation
Woodbridge, ON
- Full-time
Maintain an effective level of business literacy about the business unit's financial position, its midrange plans, its culture and its competition.
Added 1 hour ago
H
Strategy & Ops Lead at a Union Square Ventures-Backed Sports Collectibles Startup
Harper
Toronto, ON
- Full-time
A seat at the leadership table of a high-velocity startup with real revenue and real users, reporting directly to the CEO.
Added 1 hour ago
CM
Sport & Exercise Medicine Physician
Changepain Medical & Allied Health Clinic
Burnaby, BC
- Contract
…disability files; completion of associated forms and independent reporting to the standard expected of a treating…
Added 1 hour ago
A
Senior Incident and Problem Manager
Aviso
Toronto, ON
- $115,000 to $125,000 CAD / year
- Full-time
At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership,…
Added 1 hour ago
WI
Lead Archaeologist
WSP in Canada
Ottawa, ON
- Full-time
…strategies, excavation design, mitigation planning, and regulatory…
Added 1 hour ago
WI
Senior Archaeologist
WSP in Canada
Ottawa, ON
- Full-time
…strategies, excavation design, mitigation planning, and regulatory…
Added 1 hour ago
S
Meat - Manager Meat
Sobeys
Dawson Creek, BC
- Full-time
Manage the department budget and ensure the department achieves all financial targets and maximizes sales and margins, including appropriate sales forecasting, variance analysis and…
Added 1 hour ago
SC
Meat - Manager Meat
Safeway Canada
Dawson Creek, BC
- Full-time
Manage the department budget and ensure the department achieves all financial targets and maximizes sales and margins, including appropriate sales forecasting, variance analysis and…
Added 1 hour ago
N
Financial Analyst
Northwestel
Yellowknife, NT · Whitehorse, YT
- Full-time
The Financial Analyst, reporting to the Sr Manager, Finance, Budgeting & Reporting, supports the budgeting, forecasting and monthly financial reporting requirements of the organization.…
Added 1 hour ago
M
Accountant, Assurance and Accounting (Fall 2027)
MNP
Chilliwack, BC
- $50,000 to $65,000 CAD / year
- Full-time
…clients’ unique needs within a rapidly evolving business and financial reporting landscape. As a trusted advisor, you’ll provide comprehensive, tailored financial information that enables…
Added 1 hour ago
NS
Health Services Manager - Rehabilitation Services, Social Work, Ambulatory Care
Nova Scotia Health Authority
New Glasgow, NS
- Full-time
Reporting to the Director of Rehabilitation, Ambulatory Care and Supportive Care Services, the Health Services Manager is responsible for providing strategic and operational leadership to…

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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