Job Title

Collections Quality Assurance & Vendor Management Analyst The role 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 collection 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 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 Vendor Management & Performance Monitoring Provide daytoday 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 Performance Analytics & Reporting Develop and maintain daily, weekly, and monthly performance and quality reports Track KPIs such as recovery rates, call volumes, rightparty contact rates, promisetopay outcomes, and roll rates Analyze vendor and internal performance trends Provide actionable insights and recommendations to the Collections Supervisor 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 endtoend workflows, document defects, and support issue resolution Ensure consistent execution of processes across internal teams and vendors Ad Hoc & SupervisorAssigned 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 problemsolving 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 fastpaced, remote environment. Strong communication and stakeholder collaboration skills. NRG Energy is committed to providing broad access to employment opportunities for diverse job seekers and ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law. DEML employs individuals in the Provinces of Alberta, Ontario, British Columbia, and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. #J-18808-Ljbffr