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Added 1 min ago
MV
Cyber Security Analyst
Metro Vancouver
Burnaby, BC
- Full-time
Our Corporate Services Department is seeking a Cyber Security Analyst who will play a key role in protecting the organization from evolving cyber threats and strengthening our overall…
Added 1 min ago
J
Business Analyst, Entry Level
Jobright.ai
Canada
- Full-time
…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 processes, and…
Added 1 min ago
J
Operations Analyst, Entry Level
Jobright.ai
Canada
- Full-time
…accelerating your route to the best job outcomes. The Entry-Level Operations Analyst will turn operational and product data into clear insights, gathering requirements, analyzing business…
Added 1 min ago
MC
French-Speaking Business Analyst, Banking and ECM (35829)
Myticas Consulting
Montreal, QC
- Contract
Our Montreal-based banking client is seeking an experienced French-speaking Business Analyst to support a major organizational integration program. Working within the Enterprise Content…
Added 1 min ago
R&
Senior Credit Analyst
Robertson & Company Ltd.
Barrie, ON
- $70,000 to $85,000 CAD / year
- Full-time
Our client, a leader in the motor-vehicle industry, is seeking a Senior Credit Analyst to join their team at their corporate office in Barrie, Ontario. This role involves evaluating and…
Added 1 min ago
T
Senior Operations Analyst
TD
Burlington, ON
- Full-time
This role will report to the Senior Manager Operations and act as a cross functional process analyst within TDEF Operations and provide product support including manuals, playbooks, SOPs.…
Added 2 mins ago
AI
Senior Analyst – Fircosoft
Apptoza Inc.
Toronto, ON
- Contract
We are looking for a Senior Analyst – Fircosoft / Sanctions Screening with strong experience in sanctions compliance, transaction screening, and Fircosoft platforms. The candidate will be…
Added 2 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…
Added 4 mins ago
C
Technical Analyst
Co-operators
Moncton, NB · Guelph, ON · Toronto, ON · Mississauga, ON · Burlington, ON · Regina, SK · Calgary, AB
- Full-time
As a member of the Cloud Platforms, Operations & Engineering team, the Technical Analyst ensures the availability, stability, integrity and efficient operation of complex technologies…
Added 15 mins ago
J
SOC Analyst, Entry Level
Jobright.ai
Canada
- Full-time
…outcomes. Jobright.ai is hiring an Entry-Level Cybersecurity Analyst to help protect our people, systems, and AI-powered products by supporting security monitoring, investigating alerts,…
Added 15 mins ago
J
GRC Analyst, Entry Level
Jobright.ai
Canada
- Full-time
…helps users reach better job outcomes. The entry-level GRC Analyst supports governance, risk, and compliance operations by maintaining risk and control documentation, coordinating…
Added 15 mins ago
TS
IT Asset Management Analyst
The Salvation Army in Canada
Toronto, ON · Greater Toronto Area, Canada
- Contract
Demonstrated expertise in IT infrastructure, systems administration, application support, and technology operations across multiple technical disciplines.
Added 15 mins ago
E
Support Center Analyst I Position
eSentire
Waterloo, ON
- $65,000 to $75,000 CAD / year
- Full-time
…expert human threat hunters and analysts in a 24/7 Security Operations…
Added 15 mins ago
K
Project Controls Analyst (Contract)
Kelly
AB · Edmonton, AB
- Contract
We are seeking a Project Controls Analyst to support large-scale industrial and infrastructure projects. This role is ideal for a detail-oriented professional with experience in project…
Added 15 mins ago
TS
IT Asset Management Analyst
The Salvation Army in Canada
Toronto, ON
- Contract
Demonstrated expertise in IT infrastructure, systems administration, application support, and technology operations across multiple technical disciplines.
Added 15 mins ago
KR
Senior Treasury Analyst
KIT Recruitment
Mississauga, ON
- $90,000 to $115,000 CAD / year
- Full-time
KIT Recruitment is partnering with an established organization to recruit a Senior Treasury Analyst to join its growing finance team.
Added 15 mins ago
W
Co-op Student, Cybersecurity Identity Analyst
WorkSafeBC
Richmond, BC
- Full-time
The Cybersecurity Operations department provides an exceptional technology experience for our organization by meeting end-user expectations for technology education and support, offering…
Added 15 mins ago
S
Senior System Analyst
SLMCON
Montreal, QC
- Full-time
We operate at the intersection of technology, operations, and people, helping businesses execute with clarity and impact. Join us for a workplace where innovation, autonomy, and a strong…
Added 15 mins ago
S
System Analyst
SLMCON
Montreal, QC
- Full-time
The System Analyst is responsible for analyzing warehouse and logistics processes, gathering functional and technical requirements, and designing and configuring warehouse management system…
Added 15 mins ago
MS
Energy Specialist (Engineering)
Metergy Solutions
Toronto, ON
- $60,000 to $75,000 CAD / year
- Full-time
This role is designed to develop subject matter expertise in metering, billing and data analytics. Early on, the Energy Analyst will gain exposure across reporting delivery, developing…
Added 18 mins ago
AG
Quality Control Analyst
AtomVie Global Radiopharma Inc.
Hamilton, ON
- Full-time
As a QC Analyst, you will be responsible for working in accordance with company policies and within GMPs while contributing your technical expertise to support current products and develop…
Added 19 mins ago
Support Center Analyst I
eSentire
Waterloo, ON
…expert human threat hunters and analysts in a 24/7 Security Operations…
Added 19 mins ago
Supervisor, Income
Questrade Financial Group
Toronto, ON
Leading the practical use of n8n, SQL, Python, and AI in day-to-day operations
Added 19 mins ago
NF
Verification Agent
NorthLake Financial ULC
Barrie, ON
- Full-time
…compliance, auto loan processing, subprime lending, dealership operations, F&I products, document validation, and vehicle title…
Added 34 mins ago
N
Information Security Engineer (Cloud) - Contract
Numeris
Toronto, ON
- Full-time
Numeris is seeking a collaborative, detail-oriented Cloud Security Analyst to support our multi-cloud posture, vulnerability management lifecycle, and cybersecurity risk governance.

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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