Active Collections QA & Analytics Specialist

NRG Energy; Calgary; On-site; CAD 60,000 - 85,000; Full time

Job summary

Direct Energy, an NRG company, is seeking an Active Collections Specialist to support quality assurance, vendor oversight, performance analytics, and regulatory compliance across active collections operations. You will evaluate collection activity, identify operational risks and gaps, produce actionable reporting, and support continuous improvement with internal teams and external vendors.

The role emphasizes meticulous documentation, testing support, and collaboration with cross-functional

Qualifications

• High school diploma or equivalent.
• 2-5 years experience in collections operations, quality assurance, performance analytics, or related business operations.
• Strong analytical, reporting, and problem-solving skills.
• Ability to evaluate collection activities, identify trends, document findings, and recommend corrective actions.
• Ability to manage multiple priorities and work effectively with internal stakeholders and external vendor partners.

Responsibilities

• Audit collection activities to evaluate adherence to approved strategies, procedures, policies, and regulatory requirements.
• Monitor quality scores, customer treatment standards, contact practices, and compliance performance across active collections activities.
• Coordinate vendor onboarding and offboarding activities, including readiness checklists, training, system access, security requirements, documentation, and internal approvals.
• Support vendor invoice validation by confirming charges align with approved rates, services, staffing, and contractual terms, and coordinate resolution of discrepancies.
• Analyze key performance indicators including recovery performance, contact rates, promise-to-pay outcomes, roll rates, quality scores, and productivity trends.
• Maintain recurring reports, scorecards, dashboards, and performance summaries to support operational decision-making.
• Maintain process documentation, job aids, reporting procedures, and evidence required to support operational controls and audit readiness.
• Identify opportunities to improve collection effectiveness, reporting quality, vendor execution, customer outcomes, and operational efficiency

Skills

Analytical thinking

Reporting

Problem solving

Attention to detail

Stakeholder coordination

Multi-priority management

Education

High school diploma or equivalent

Tools

SAP CCS/FICA

Excel

Dashboards

TCN

Job description

Direct Energy, an NRG company, is seeking an Active Collections Specialist to support quality assurance, vendor oversight, performance analytics, and regulatory compliance across active collections operations. You will evaluate collection activity, identify operational risks and gaps, produce actionable reporting, and support continuous improvement with internal teams and external vendors.

The role emphasizes meticulous documentation, testing support, and collaboration with cross-functional