About the position

NRG is seeking a collaborative, detail-oriented, and technology-curious analyst to support the Agent Performance & Learning Innovation team. The role helps execute agent onboarding, continued learning, compliance reinforcement, and performance support activities across sales channels in the East Energy Region. Under the direction of team leadership, the Analyst supports the intake, documentation, prioritization, and coordination of training needs, helping translate quality findings, compliance updates, operational changes, and sales performance trends into training requests, learning modules, job aids, and coaching support materials. The role partners with Sales Quality, Sales Operations, channel leaders, compliance, legal, IT, and vendors to support timely delivery of learning materials, maintain training records, assist with LMS administration, and help ensure agents receive accurate and useful development resources. This is a hybrid, exempt position. The analyst must be able to work independently on assigned tasks while collaborating with team members and cross-functional partners. Additional hours may be required as business needs or special projects arise. Physical requirements: none.

Responsibilities

• Support execution of onboarding curricula, channel-specific learning pathways, and continued learning activities for agents across supported sales channels.
• Manage intake of new training requests by documenting business needs, source inputs, impacted channels, timing, audience, and required approvals.
• Review QA findings, complaints, compliance updates, policy and operational changes, and sales performance trends to help identify training opportunities.
• Coordinate with Sales Quality, Sales Operations, channel leaders, compliance, legal, IT, and vendors to gather information for developing or updating learning materials.
• Assist with creating, editing, and maintaining training materials, job aids, knowledge checks, micro-learning modules, process guides, and coaching support resources.
• Use approved AI tools, templates, and content standards to help draft or refresh training content under the guidance of team leadership and subject matter experts.
• Support LMS administration, including course setup, assignment tracking, completion monitoring, learner communications, reporting, and basic troubleshooting.
• Maintain organized training documentation, version control, intake logs, content inventories, approval records, and learning calendars.
• Assist with compliance training deployment, certification tracking, policy change communications, and knowledge validation activities.
• Support AI-enabled role-play, coaching, and practice tools by preparing scenarios, uploading content, reviewing outputs, and coordinating user testing or feedback.
• Prepare basic reports and summaries on training completion, certification status, learner participation, coaching activity, knowledge checks, and open training requests.
• Monitor training feedback, learner questions, and stakeholder input to identify opportunities for clarification, reinforcement, or future module updates.
• Coordinate meetings, follow-ups, timelines, and action items related to training development, LMS updates, vendor support, and learning deployment.
• Provide responsive support to internal stakeholders and help ensure learning deliverables are accurate, timely, organized, and aligned with business requirements.
• Coordinate cross-functional initiatives, timelines, and project tracking.
• Manage competing priorities across operational needs, strategic initiatives, stakeholder requests, and project deadlines while maintaining accuracy and responsiveness.
• Perform other duties as assigned.

Requirements

• High school diploma or GED equivalent.
• 1–2 years of work experience in learning and development, training coordination, sales operations, quality, compliance, customer operations, administration, project coordination, or a related function.
• Ability to organize information, document requirements, track follow-ups, and support multiple workstreams with guidance.
• Strong attention to detail and ability to maintain organized documentation, trackers, intake records, and training materials.
• Ability to follow defined processes, ask clarifying questions, and escalate issues or risks appropriately.
• Strong written and verbal communication skills, including the ability to summarize needs, document requirements, and prepare clear stakeholder updates.
• Comfort learning new tools, systems, AI capabilities, LMS features, and reporting processes.
• Ability to translate feedback, findings, and process changes into clear inputs for training updates with guidance from leadership and subject matter experts.
• Strong coordination, prioritization, follow-through, and time management skills.
• Ability to work in a fast-paced environment while maintaining accuracy, professionalism, and compliance discipline.
• Curiosity, adaptability, collaboration, energy, motivation, enthusiasm, and integrity.
• Ability to work independently on assigned tasks while collaborating closely with team members and cross-functional partners.
• Willingness to work additional hours as needs or special projects arise.

Nice-to-haves

• Associate’s or bachelor’s degree in Business, Communications, Education, Learning and Development, Instructional Design, Marketing, Analytics, Technology, or a related field.
• Experience supporting training programs, LMS administration, content coordination, project tracking, reporting, or stakeholder communications.
• Exposure to sales channels, contact centers, vendor operations, retail energy, regulated environments, compliance training, or quality programs.
• Comfort using Microsoft Office, including Excel, Word, PowerPoint, and Outlook, as well as Teams, SharePoint, and collaboration tools.
• Experience with Power BI, learning analytics, LMS reporting, AI tools, or content development tools.
• Interest in adult learning, coaching, micro-learning, role-play, performance reinforcement, and AI-enabled learning solutions.
• Retail energy experience.

Benefits

• Competitive total compensation package, including annual incentive and/or commission.
• Stock Purchase Plan.
• Medical, dental, vision, life insurance, short-term disability, and wellness program benefits starting on the first day of employment.
• Company-paid life insurance and disability insurance.
• 401(k) plan.
• Generous Flexible Time Off plan and 8 company holidays.
• Discounts, including electricity discounts on NRG brands.
• Potential eligibility for annual bonus, short- and long-term incentives, and program-specific awards.
• Flexible spending accounts.