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NRG Energy
Quality Assurance & Vendor Management SpecialistNRG Energy • Winnipeg, Canada
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Quality Assurance & Vendor Management Specialist

Quality Assurance & Vendor Management Specialist

NRG Energy • Winnipeg, Canada
13 days ago
Job type
  • Full-time
Job description
Welcome to the intersection of energy and home services.

Job Summary The Collections Quality Assurance & Vendor Management Analyst is responsible for ensuring the quality, compliance, and effectiveness of collections operations, with a primary focus on quality assurance (QA), assisting in vendor performance oversight, and process optimization. This role supports both internal collections teams and external vendors by monitoring execution, identifying risks or gaps, and driving continuous improvement.

The role also provides analytical, operational, and project support as assigned by the Collections Supervisor.

Key Responsibilities 1. Quality Assurance & Vendor Management Specialist

Monitor collection activities and customer interactions for quality, accuracy, and compliance

Conduct regular audits of internal teams and external vendors

Ensure adherence to regulatory requirements, company policies, and communication standards

Identify quality gaps, root causes, and corrective actions

Track, document, and report QA findings and trends to Collections leadership

2. Vendor Management & Performance Monitoring

Provide day‑to‑day operational oversight of collections vendors

Monitor vendor KPIs including productivity, contact rates, recovery performance, and quality scores

Ensure vendors execute assigned strategies, campaigns, and treatment plans accurately

Identify performance issues, elevate risks, and support vendor improvement actions

Assist with vendor staffing alignment, capacity planning, and operational coordination

3. Performance Analytics & Reporting

Develop and maintain daily, weekly, and monthly performance and quality reports

Track KPIs such as recovery rates, call volumes, right‑party contact rates, promise‑to‑pay outcomes, and roll rates

Analyze vendor and internal performance trends

Provide actionable insights and recommendations to the Collections Supervisor

4. Process SME, Documentation & UAT Support

Act as a Subject Matter Expert (SME) for collections QA and vendor processes

Document workflows, procedures, and control requirements

Support User Acceptance Testing (UAT) for system, dialer, vendor, or process changes

Validate end‑to‑end workflows, document defects, and support issue resolution

Ensure consistent execution of processes across internal teams and vendors

5. Ad Hoc & Supervisor‑Assigned Support Support special projects, reporting requests, and initiatives assigned by the Collections Supervisor

Assist with process reviews, audits, and operational deep dives as needed

Provide analytical or operational support to evolving business priorities

Minimum Qualifications

High school diploma, GED or equivalent.

2+ years of experience in collections operations, quality assurance, analytics, or vendor oversight

Strong analytical and problem‑solving skills

Proficiency in Excel and Microsoft Office tools

Experience with performance reporting and KPI analysis

Preferred Qualifications

Experience working with collections or contact center vendors

Experience conducting QA audits in collections or customer service environments

Utility or energy industry experience

Working knowledge of SAP CCS/FICA, NICE, Salesforce, or similar platforms

Experience working in regulated environments

Key Skills & Competencies

Quality assurance and audit mindset

Vendor performance management and oversight

Data analysis and reporting

Automation and process improvement orientation

Strong documentation and attention to detail

Risk identification and compliance awareness

Ability to manage multiple priorities in a fast‑paced, remote environment

Strong communication and stakeholder collaboration skills

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Quality Assurance & Vendor Management Specialist • Winnipeg, Canada

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