Quality Assurance Analyst (Customer Care)

Quality Analyst - Customer Care (Retail Electric Provider)Role Purpose The Quality Analyst is responsible for evaluating, monitoring, and improving the quality of customer interactions across voice, chat, email, and digital channels. The role applies structured evaluation methodologies, AIenabled quality tools, and performance analytics to improve customer experience, First Call Resolution (FCR), regulatory compliance, and complaint reduction within the Houston retail electric market. Quality Analyst serves as a key partner in operational change efforts by translating quality data and evaluation outcomes into actionable insights that support adoption, behavior consistency, and sustained performance improvement. Key ResponsibilitiesInteraction Evaluation & Quality Assurance Conduct objective evaluations of customer interactions using standardized quality scorecards aligned to customer experience, compliance, and business outcomes. Review interactions across multiple channels to ensure scoring consistency, calibration integrity, and defensibility of results. Apply riskbased sampling informed by AIenabled monitoring outputs. Maintain thorough documentation to support audit, compliance, and leadership review. AIEnabled Quality Monitoring Leverage AIpowered quality monitoring tools to expand coverage beyond traditional sampling models. Validate AIgenerated insights through targeted manual reviews and calibration exercises. Identify emerging risk signals, including negative sentiment, escalation language, repeatcontact drivers, and compliance deviations. Provide structured feedback to Quality leadership on AI accuracy, gaps, and optimization opportunities. Coaching Enablement & Performance Feedback Deliver clear, behaviorbased feedback to agents and people leaders to reinforce effective resolution, empathy, accuracy, and transparency. Support coaching strategies aligned to quality findings and active change initiatives. Identify recurring performance themes and recommend targeted training or job aids. Support documentation and analysis for informal and formal customer complaints. Identify, document, and escalate compliance risks in accordance with established procedures. Change Management & Cross Functional Collaboration Partner with Change Management team to translate quality analytics into actionable change insights. Monitor quality impact following regulatory or policy changes. Partner with Change Management and Operations to ensure coaching aligns with updated processes, policies, and tools. Use evaluation data to assess adoption and behavioral consistency following process, policy, or system changes. Identify risks to change adoption, including capability gaps, inconsistent execution, or messaging breakdowns. Support pre and postimplementation assessments to evaluate the effectiveness and sustainability of change initiatives. Provide datadriven recommendations to leadership to inform training refreshes, process refinement, or change reinforcement strategies. Trend Analysis & Insights Analyze quality performance data to identify drivers of repeat contacts, escalations, customer dissatisfaction, and compliance risk. Correlate quality trends with operational changes, system updates, policy shifts, or market events. Produce concise, insightfocused reports highlighting trends, root causes, and improvement opportunities. Share findings with Leadership to support continuous improvement and informed decisionmaking. Vendor Support • Collaborate with vendor QA resources and trainers to ensure actionable insights are effectively communicated to the vendor teams for them to coach and develop the staff on their end • Lead calibration sessions with vendor teams to ensure they are aligned with Just Energy's quality adherence standards and help identify deviations in grading patterns, help amicably resolve those issues. Required Qualifications & Work Experience 5-7 years of experience in being a customer service representative with escalation handling preferred. or 2-3 years of customer service call center supervisor experience or 3-5 years of experience in quality assurance, contact center analytics. Experience in regulated or highcompliance environments preferred. Familiarity with AIassisted quality monitoring tools strongly preferred. Strong analytical, documentation, and communication skills. Ability to translate performance data into actionable insights for cross functionalfunctional partners . #LI-AP1

Created: 2026-03-10