Sr. Digital Sales Quality Analyst

Welcome to the intersection of energy and home services. At NRG, 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. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. 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.nrg.com. Connect with NRG on Facebook, Instagram, LinkedIn and X.

 

NRG is seeking a smart, enthusiastic, and collaborative individual to make valued contributions to the company – the leading energy supplier for millions of residential customers in the United States and Canada. This is an opportunity to enter the fast-paced, exciting world of the Digital Sales Quality function and become a part of a fast-growing business that is poised for further investment in the near term.

 

The Sr. Digital Sales Quality Analyst position plays an integral role in maximizing quality sales performance and mitigating risk for NRG’s industry leading residential retail energy (Home) business in the East Region. This role, situated on the Digital Sales Quality team center of excellence, leverages a proprietary set of tools, processes, and data analytics to help proactively identify and triage:

• Concerning trends and potential non-compliance issues (where there is smoke, there could be fire).
• Continuous Process Improvement Opportunities with channel managers and business stakeholders to maximize positive customer experience and minimize complaints.
• External escalated complaints through coordinated efforts with relevant stakeholders across the business.

 

Essential Duties/Responsibilities:

 

• Work with functional counterparts to build and produce reports and analytics identifying trends and risk behavior.
• Analyze and interpret data patterns and create actionable plans to improve quality and process gaps to mitigate risk exposure.
• Utilize effective problem solving, critical thinking, and complaint resolution skills to amicably resolve customer complaints, while mitigating risk and protecting the best interest of the Company.
• Analyze data to identify advanced patterns of suspicious activity and other issues that represent risk.
• Support intake of customer complaints from Public Utility Commissions (PUC) and/or other regulatory bodies, the Better Business Bureau, utilities, and Customer Care and ensure they accurately documented.
• Interact with channel partners and channel partner managers to verify enrollments, investigate customer complaints, and ensure compliance with NRG standards and requirements.
• Identify trends through collecting, analyzing, and summarizing information with regard to complaints and Quality Daily Alert investigations.
• Support development of automated dashboards providing close to real-time data insights, summaries, and patterns.
• Utilize corporate repositories and databases to extract information and documentation necessary for complaint investigations.
• Work with functional counterparts, during the course of an investigation, to gain a full understanding of the issue in order to provide a clear, concise response. 
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