Online Quality Assurance Administrator – FT – Remote

SUMMARY

The Online Quality Assurance Administrator will play an integral role in Concorde’s LMS environment along with support of students, faculty, and other campus associates.  The Online Quality Assurance Administrator’s primary goal is to ensure seamless customer service as they support students and faculty participating in blended, general education, and fully online courses and programs.  This will include technical support of the LMS. And third-party tools used in the delivery of coursework as well as academic support for students, as necessary.  This position requires a high degree of self-direction as there may be requirements to work unsupervised to provide support nights and weekends.  All Concorde associates are required to display professionalism and uphold Concorde’s Mission and the core values of respect for the individual, integrity, teamwork, customer service, and achievement.

KEY RESPONSIBILITIES

• Oversee the daily technical functions of the current LMS
• Provide regular and ongoing critical review of instructor performance and interaction for classes in session with appropriate constructive feedback provided to campus Program Directors (s), Academic Dean or other academic associates
• Stay abreast of, and when necessary participate in making, changes to the current LMS
• Act as second level, and occasionally as first level of support to provide timely, efficient, and direct or indirect assistance to students, faculty and other campus associates for online or blended classes. Support will include but not be limited to:
  • End user access to, and usability of Concorde’s Learning Management System, Canvas
  • End user access to, and troubleshooting of third-party tools
• Oversee integration of third-party academic tools and supervise communications with providers with regard to end-user support and troubleshooting
• Serve as Concorde’s technical subject matter expert for all third-party online academic products
• Monitoring of student progress through all classes with proactive notification provided to appropriate campus personnel to identify students at risk
• Document all student and staff interaction both timely and appropriately
• Provide training and support to faculty for Canvas and other third-party online tools as directed by the Dean of Online Learning
• Assist Dean of Online Learning and the Curriculum Manager with review of master courses as required
• Review live course sections weekly to ensure all curriculum is in-tact and all third-party tools are correctly paired
• Assist with compiling data for end of course surveys
• Additional duties as required

SKILLS REQUIRED

• Fluency in technical systems relevant to enhancing academic operational efficiencies
• Basic knowledge in HTML/CSS
• Knowledge of CampusNexus is strongly preferred
• Proficiency with different LMS platforms but Canvas is preferred
• Strong analytical skills that lead to sound decision making.
• Excellent computer skills
• Experience working with adult learners / online teaching experience preferred
• Strong sense of urgency when assisting others
• Strong communication skills in all media types (phone, video, chat, email, etc.)
• Ability to be on-call as scheduled and provide support from home

SUPERVISORY RESPONSIBILITY

Supervision of Academic Success Coaches through a dotted line reporting structure

Job Requirements:

EXPERIENCE/EDUCATION

• Baccalaureate degree in technology or education
• Minimum 3 years higher education experience with preference given to those working in career/technical/vocational settings that support multiple campuses in multiple locations