Quality Assurance Supervisor (VIRTUAL, UT, US, 00000)

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.

We are seeking a detail-oriented and experienced Quality Assurance Supervisor to oversee and enhance the quality control processes within Field Support. In this role, you will lead a team of Quality Assurance Professionals responsible for reviewing inbound chat messages, analyzing feedback and AI sentiment analysis, generating reports for leadership, and maintaining strong relationships with stakeholders. Your insights and leadership will drive continuous improvement, ensuring our customer interactions are effective, high-quality, and aligned with company standards.

Key Responsibilities:

• Lead and develop a team of Quality Assurance Professionals, providing guidance, coaching, and performance feedback.
• Monitor and evaluate inbound chat interactions for quality assurance, ensuring compliance with company policies and customer service standards.
• Analyze AI sentiment data and customer feedback to identify trends, areas for improvement, and actionable insights.
• Generate and present reports to Field Support Leadership, highlighting key findings and recommendations.
• Collaborate with stakeholders across Field Support to implement quality control measures and drive process improvements.
• Conduct audits and quality assessments, ensuring consistent evaluation criteria and standards are met.
• Investigate and address customer complaints and non-conformance issues, working with leadership to implement corrective actions.
• Continuously refine and enhance quality assurance procedures, ensuring efficiency and effectiveness.

Qualifications & Skills:

• 3-5 years of quality assurance experience, with at least 1-2 years in a leadership role preferred.
• Strong analytical skills, with the ability to interpret data and translate insights into action.
• Excellent leadership, team management, and mentoring abilities.
• Effective written and verbal communication skills.
• Experience with quality assurance tools, AI sentiment analysis, or customer feedback platforms is a plus.
• High attention to detail and commitment to maintaining exceptional quality standards.

Work Environment & Benefits:

• 100% remote – work from the comfort of your home.
• Flexible schedule – set your own hours.
• Opportunity to lead impactful initiatives in a growing, customer-focused organization

If you are passionate about driving quality, enhancing customer experiences, and leading a high-performing team, we encourage you to apply and make a meaningful impact at Vivint

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.