Analyst – Agent Performance & Learning Innovation

Job Summary

NRG is seeking a collaborative, detail-oriented, and technology-curious analyst to support the Agent

Performance & Learning Innovation team. The Analyst, Agent Performance & Learning Innovation will help

execute agent onboarding, continued learning, compliance reinforcement, and performance support

activities across sales channels in the East Energy Region.

This position will assist with the intake, documentation, prioritization, and coordination of new 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 Analyst will work under the direction of team leadership and partner 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.

Essential Duties/Responsibilities:

• Support execution of onboarding curriculum, channel-specific learning pathways, and continued

learning activities for agents across supported sales channels.

• Perform the intake process for new training requests, including documenting business needs,

source inputs, impacted channels, timing, audience, and required approvals.

• Review inputs from QA findings, complaints, compliance updates, policy changes, 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 needed to develop or update 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 guidance from team leadership and subject matter experts.

• Support LMS administration activities, including course setup, assignment tracking,

completion monitoring, learner communications, reporting, and basic troubleshooting.

• Help maintain organized training documentation, version control, intake logs, content inventories,

approval records, and learning calendars.

• Assist with deployment of compliance training, certification tracking, policy change

communications, and knowledge validation activities.

• Support AI-enabled role-play, coaching, or practice tools by helping prepare scenarios, upload

content, review outputs, and coordinate user testing or feedback.

• Prepare basic reports and summaries related to 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 activities.

• Provide responsive support to internal stakeholders and help ensure learning deliverables are

accurate, timely, organized, and aligned to business requirements.

• Coordinating cross-functional initiatives, timelines, and project tracking.

• Effectively manage multiple competing priorities, balancing day-to-day operational needs,

strategic initiatives, stakeholder requests, and project deadlines while maintaining a high level of

accuracy and responsiveness. Perform other duties as assigned.

Working Conditions:

• This position is a hybrid schedule position.

• Must be able to work independently on assigned tasks while collaborating closely with team

members and cross-functional partners.

• Position is exempt; as needs or special projects arise, must be willing to work additional hours.

Minimum 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 related

function.

• Ability to organize information, document requirements, track follow-ups, and support multiple

workstreams with guidance.

Preferred Qualifications:

• Associate’s or bachelor’s degree in Business, Communications, Education, Learning and

Development, Instructional Design, Marketing, Analytics, Technology, or a related field of study.

• 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, Excel, Word, PowerPoint, Outlook, Teams, SharePoint, and

collaboration tools.

• Experience with Power BI, learning analytics, LMS reporting, AI tools, or content development

tools is a plus.

• Interest in adult learning, coaching, micro-learning, role-play, performance reinforcement, and AIenabled

learning solutions.

• Retail energy experience is a plus.

Additional Knowledge, Skills, and Abilities:

• 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.

Physical Requirements:

• None.

Why NRG is a great place to work:

• Great company culture!! Voted as a BEST employer by Forbes.

• A competitive total compensation package, including annual incentive and/or commission.

• Stock Purchase Plan.

• Benefits on the first day of employment - Medical, Dental, Vision, Life Insurance, Short-Term

Disability, Wellness program, etc.

• Company-paid life insurance and disability insurance.

• 401(k) plan to help save for retirement.

• Generous FTO (Flexible Time Off) plan, plus 8 company holidays.

• Numerous discounts, including electricity discounts on NRG brands.