Elevate quality standards with Direct Energy as a Customer Care Quality Assurance Analyst. This role focuses on monitoring and evaluating customer interactions to enhance compliance and experience across outsourced operations.

You will be part of a dedicated team, ensuring quality assurance objectives are met through the use of advanced tools like Cresta's AI platform. Your responsibilities include conducting quality evaluations, identifying trends for improvement, and sharing insights with leadership and vendor teams. This position demands strong analytical skills alongside effective communication and monitoring techniques.

Key Responsibilities:
• Conduct quality audits of customer interactions
• Utilize tools to monitor and assess interaction quality




• Review AI-generated quality evaluations thoroughly
• Prepare detailed quality reports for leadership review
• Maintain quality monitoring tools and processes

Requirements:
• Bachelor's degree or equivalent experience
• Minimum two years in Quality Assurance or related field
• Experience with quality standards and evaluation
• Solid analytical and organizational abilities
• Excellent verbal and written communication skills

Drive customer satisfaction and compliance through effective quality assurance practices with Direct Energy.
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📌 Customer Care Quality Assurance Analyst (Alberta)
🏢 NRG
📍 Alberta