Analyst, Agent Performance & Learning Innovation

Welcome to the intersection of energy and home services. At NRG, we’re all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers’ lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company. We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society. More information is available at www.nrg.com. Connect with NRG on Facebook, Instagram, LinkedIn and X. 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. • Exper