Sr. Digital Sales Quality Analyst

Position Overview

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 while delivering innovative solutions that make our customers' lives easier. NRG fosters a unified and inclusive culture that empowers employees with dynamic opportunities for growth. We are seeking a smart, enthusiastic, and collaborative individual for the role of Sr. Digital Sales Quality Analyst – a key position in maximizing quality sales performance and mitigating risk for our industry-leading residential retail energy business in the East Region. In this role, you will leverage proprietary tools, processes, and data analytics to proactively identify and triage issues, drive continuous process improvements, and collaborate with various stakeholders to ensure compliance and enhance the customer experience.

Key Responsibilities

• Identify and triage concerning trends, potential non-compliance issues, and external escalated complaints using data analytics and proprietary tools.
• Work with functional counterparts to build and produce reports that identify trends and risk behavior.
• Analyze data patterns and develop actionable plans to address quality gaps and mitigate risk exposure.
• Utilize problem-solving, critical thinking, and complaint resolution skills to address customer issues while protecting the best interests of the company.
• Support intake and accurate documentation of customer complaints from regulatory bodies and partner channels.
• Collaborate with channel partners to verify enrollments and investigate complaints in alignment with NRG standards.
• Collect, analyze, and summarize information from Quality Daily Alert investigations and complaint trends.
• Develop and support automated dashboards that provide near real-time data insights and summaries.
• Extract necessary information from corporate repositories and databases to support complaint investigations.
• Work collaboratively during investigations to ensure a clear and concise resolution and response to complaints.
• Review quality reports daily and develop ad-hoc reports as required.
• Perform additional duties as assigned.

Required Qualifications

• Education: High school diploma or GED equivalent
• Schedule: Hybrid schedule; must be able to work independently and willing to work additional hours as needed

Preferred Qualifications

• Qualifications: Bachelor's degree in Business, Analytics, CIS, Marketing, or a related field
• Strong investigative, analytical, and critical thinking skills
• Excellent verbal and written communication skills
• Ability to adhere to strict deadlines
• Excellent interpersonal skills for effective communication with internal departments, channel partners, state agencies, and customers
• Well organized and thorough with the ability to maintain an accurate follow-up system under pressure
• Proficient in PowerBi and Microsoft Office (Excel, Word, Outlook)
• Retail Energy experience is a plus
• Background in audit, quality, or consumer affairs is a plus
• Ability to thrive in a fast-paced environment while maintaining accuracy
• Energy, motivation, enthusiasm, and integrity
• Physical Requirements: None

Benefits & Perks

• Benefits: Great company culture; voted as a BEST employer by Forbes
• Compensation: Competitive total compensation package, including annual incentive and/or commission
• Stock Purchase Plan
• Benefits: Medical, Dental, Vision, Life Insurance, Short-Term Disability, and Wellness program starting on the first day of employment
• Company-paid life insurance and disability insurance
• 401(k) plan to help save for retirement
• Generous FTO (Flexible Time Off) plan, plus 8 company holidays
• Numerous discounts, including electricity discounts on NRG brands