NRG Careers


Date Posted: Jun 22, 2019

Location: Princeton, NJ, US

Company: NRG

Job Description

NRG is the leading integrated power company in the U.S., built on the strength of our diverse competitive electric generation portfolio and leading retail electricity platform. A Fortune 500 company, NRG creates value through best-in-class operations, reliable and efficient electric generation, and a retail platform serving residential and commercial businesses. Working with electricity customers large and small, we implement sustainable solutions for producing and managing energy, developing smarter energy choices and delivering exceptional service as our retail electricity providers serve almost three million residential and commercial customers throughout the country.

More information is available at Connect with NRG Energy on Facebook and follow us on Twitter @nrgenergy.


Position Summary:

NRG is seeking an extremely talented and ambitious quality professional to assist in achieving best in class customer service and policy adherence. The Quality and Training Associate will be responsible for ensuring high-quality customer interactions with NRG telesales agents. The ideal candidate is an intelligent and energetic individual with the ability to function in an unstructured, fast-paced environment. Ability to prioritize and multi-task efficiently is a must. Responsible for delivering agent coaching (Targeted Quality Training, Up-Skill Training) to the customer care call center employees and ensuring agents have the necessary job skills to perform their roles successfully and effectively. 


Essential Duties/Responsibilities:


     Quality Responsibilities

  • Monitor and evaluate agent calls for quality assurance and compliance through an established quality assurance program. Selects calls for performance evaluation in a random fashion to provide a valid sampling representative of overall performance levels.  Calls selected for evaluation may be remotely monitored or offer side-by-side coaching and evaluation. When specific criteria are not met, conduct skill enhancement training.
  • Provide QA performance related feedback and coaching to agents and supervisors with a focus on service delivery and process execution based on call listening.
  • Schedule routine coaching interactions with associates in the Call Center groups to support and drive performance expectations.
  • Track agent trends to improve customer satisfaction.
  • Track and maintain Quality and Training Spreadsheets and documents.
  • Work closely with Quality Lead on daily/monthly assigned tasks.
  • Ensure the ongoing satisfaction of customers by providing feedback to Customer Care management to help shape future processes and support strategies.
  • Conduct group monitoring & calibration sessions involving management.
  • Trend QA information for process/ performance improvement.
  • Communicates trend information to management, training and internal partners.
  • Selects calls and participate in Client monitoring and calibration sessions.
  • Conduct new hire quality assurance training.  Demonstrate the QA process, review performance related variables, evaluation criterion, and process.
  • Provide coaching about job performance and quality assurance to employees after training.
  • Research and answer inquiries from Contact Center personnel to improve knowledge and understanding to aid in job performance.


     Training Responsibilities

  • Identify quality trends and develop refresher training courses to correct those behaviors.
  • Track the success of each refresher training course.
  • Assist with new hire or project level training as required.


Minimum Requirements

  • High School diploma or GED equivalent
  • Minimum of 1 year of quality assurance experience within a call center environment
  • Must be proficient in the Microsoft Office suite


Preferred Qualifications

  • Bachelor's Degree
  • Previous Energy/Utility experience
  • Previous experience Using Avaya or Vrint
  • Previous experience working in a sales or sales support role
  • Previous experience in a coaching or lead role


Additional Knowledge, Skills and Abilities: 

  • Ability to think creatively and problem-solve
  • Demonstrated ability to effectively work with peers
  • Excellent presentation and public speaking skills
  • Ability to work independently
  • High degree of flexibility and ability to effectively prioritize and complete multiple tasks
  • Ability to effectively communicate with multiple levels within the organization by phone, in person or through written correspondence
  • Must be organized with strong time management skills
  • Professional demeanor and attitude
  • Must have demonstrated excellent listening, interpersonal skills and the ability to organize simultaneous tasks with strong attention to detail
  • Able to convey knowledge of products and strategies to team members
  • Excellent oral and written communication skills


Physical Requirements:

  • Occasionally requires lifting as appropriate to perform duties and responsibilities.


 Working Conditions:

  • Normal office environment.
  • Some overtime required as needed





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/Protected Veteran Status/Disability
EEO is the Law Poster (The poster can be found at

Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Human Resources

Nearest Major Market: New Jersey

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