Quality Assurance Analyst, Customer Care

Nrg Bluewater Wind

Calgary

On-site

CAD 70,000 - 90,000

Full time

2 days ago

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Job summary

Direct Energy, an NRG company, seeks a Customer Care Quality Assurance Analyst to monitor and improve customer interactions across outsourced operations. You will conduct quality evaluations, identify trends, and support coaching and calibration with vendor QA teams to ensure consistent standards.

Join a dynamic, inclusive culture focused on quality, compliance, and delivering excellent customer experience.

Qualifications

Bachelor's degree or equivalent in a related field.
2+ years in Quality Assurance, contact center operations, or related customer service function.
Experience evaluating interactions using established quality standards and scorecards.
Strong analytical and organizational skills.
Strong verbal and written communication skills.

Responsibilities

Quality monitoring and evaluation of customer interactions using scorecards and standards.
Use Cresta and other tools to monitor quality and identify trends and coaching opportunities.
Review AI-generated evaluations and escalate discrepancies as needed.
Participate in calibration sessions to ensure consistent application of standards.
Prepare reports and summaries of quality results for leadership and stakeholders.
Maintain quality scorecards and evaluation processes; manage QA tools.
Mask PII during call editing and data handling.
Collaborate with vendor QA teams and Vendor Management to improve performance.