Sr Manager, QA and Troubleshooting

Welcome to the intersection of energy and home services. At NRG, we’re driven by our passion to create a smarter, cleaner and more connected future.

Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes.

Summary:

This position plays a crucial role in supporting product quality and customer experience.  You will be responsible for working with cross-functional partners to solve customer issues and provide knowledge base content necessary for our customer care representatives to identify and diagnose product issues. Your technical ability, problem solving skills, and communication skills are key to troubleshooting, diagnosing and driving issue resolution and prevention with customers.

Primary Responsibilities:

• Lead the development and execution of qualification testing for new processes and troubleshooting flows.
• Develop test cases that ensure process functionality meets the intended design.
• Gather and analyze data from testing activities to measure the quality of the product. Report these findings to development, quality, and leadership teams.
• Support engineering reviews to ensure objectives and success criteria are defined and achieved.
• Ensure that defects and failures are identified and tracked to resolution through industry standard defect tracking and resolution tools (e.g. JIRA).
• Collaborate with Software and Hardware teams to troubleshoot issues and to ensure a unified approach to quality.
• Work with cross functional team members to identify and resolve process and documentation issues.
• Develop and manage KPIs to track and report on team progress and impact.
• Continuously review and improve quality processes to enhance customer satisfaction and product quality.
• Maintain and assist with documentation, processes, and standards.
• Implement procedures, training, and systems to ensure product complaints process for all new products is in place to support launch and lifecycle management.
• Define and evolve quality standards and release criteria that balance innovation velocity with customer experience protection.
• Provides product complaint information to cross-functional partners as part of the strategic initiative of continuous improvement.
• Utilizes statistical tools to provide management with the appropriate information on field product quality.
• Champion and implement AI-powered automation tools to replace manual quality auditing processes, enabling faster issue detection and resolution.
• Design and execute operational improvement initiatives in partnership with Care leadership, including BPO strategies that measurably reduce customer effort and support costs

Required Skills and Education: 

• 5 or more years of related work experience, preferably in Process Engineering, Failure Analysis and Continuous Improvement.
• Experienced in problem solving tools / methods such as DOE, Fishbone, 5 whys etc.
• Demonstrated quality assurance expertise and ability to improve products or services by applying professional and technical knowledge.
• Strong attention to detail, excellent organizational skills, and the ability to prioritize in changing situations.
• Effective interpersonal, verbal, and written communication skills to drive tasks to completion.
• Proficient with MS Office (Word, Excel, and Outlook).
• Experience in Customer Quality
• Knowledge and experience verifying and validating requirements and product development process is a plus.
• Must have the confidence to stand firm on critical to customer / quality requirements.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.  

Official description on file with Talent.