Key Responsibilities

• Monitor and evaluate customer interactions across chat, email, and other support channels
• Score agent performance based on established QA guidelines and scorecards
• Provide clear, structured feedback and coaching opportunities to agents
• Identify trends, gaps, and recurring issues impacting service quality
• Prepare and share QA reports, insights, and performance summaries
• Participate in calibration sessions to ensure consistency in evaluations
• Work closely with Team Leads and Training to improve overall team performance
• Ensure adherence to company policies, procedures, and quality standards

Requirements

• Minimum of 5 CXC subjects, including English and Mathematics
• Previous experience in Customer Service or Quality Assurance is an asset
• Strong written and verbal communication skills
• Strong analytical and problem-solving skills
• Proficiency in Microsoft Excel
• Mandatory: Working knowledge of Zoho Sheets
• High attention to detail and accuracy
• Ability to work independently and manage multiple priorities

What We’re Looking For

• Mature, responsible individuals who demonstrate professionalism, accountability, and sound judgment
• Strong attention to detail with a commitment to accuracy
• A proactive mindset with the ability to identify issues and recommend solutions
• Ability to provide constructive feedback in a clear and professional manner
• A team player who collaborates effectively with leadership and agents
• Comfortable working with data, metrics, and performance tracking

Job Objective

Under the direction of the Quality Assurance Coordinator this officer will be responsible for providing oversight to the registration of candidates for certification and for the activities of Training Centres related to the conducting of assessments and the verification of assessments by providing a range of technical and administrative services.

Key Functions and Duties:

1.Quality Assurance and Compliance

• To work closely with training and assessment centres to ensure that quality assurance policies and procedures are adhered to.
• To provide support in the planning and delivery of Quality Assurance training programmes.

2. Assessment and Certification Administration

• To coordinate all activities related to CVQ/NVQ registration of candidates for certification by the NTA.
• To ensure that all administrative arrangements are in place for the timely certification of candidates.
• To file assessment and certification records.
• To enter information on candidates certified by the NTA into the National Qualifications Register.

3. Assessment of Prior Learning (APL) Support

• To develop self-assessment instruments based on the relevant occupational standards to be used by applicants for the APL programme.
• To orient APL applicants to the APL process and facilitate their engagement in a self-assessment exercise.
• To provide guidance to APL and other candidates in the development of their portfolios.

4. Reporting and Committee Support

• To serve as the recording secretary to the Certification Review Committee and prepare and submit timely reports for submission to the Council.
• To prepare reports on all areas of responsibility as required.

Other Duties

• To carry out any other related duties that may be assigned from time to time.

Qualifications:

Education / Certification:

• A Bachelor’s degree in Education or CVQ/NVQ Level 4 in relevant area or any other relevant qualification from a recognized university
• Relevant certification in Education Quality Assurance

Experience Required:

• A minimum of three years of experience in the field of Education or related field
• Experience in the TVET sector or in tertiary education will be an asset

Required Knowledge:

• Knowledge of Assessment and Verification regulations and procedures
• Proficient in the use of Microsoft packages
• Experience in extracting and analyzing data
• Knowledge of Information Management Systems

Skills:

• Strong organizational and time-management skills with excellent attention to detail
• Excellent written, verbal communication and interpersonal skills
• Ability to manage multiple tasks and projects simultaneously
• Strong attention to detail and problem-solving skills
• Ability to work independently and as part of a team
• Proficient in the use of Microsoft Office Suite

Applications should be addressed to:
Chairman
Grenada Council for Technical and Vocational Education and Training
C/O Grenada National Training Agency
Belmont Road
St. George’s

Applications along with supporting documents should be emailed to executive@nta.gov.gd

Applications should reach the NTA no later than 4 pm on January 31^st,  2026.