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Compassion. Accountability. Collaboration. Foresight. Joy.

These are the Aspirus Core Values; and we are looking for the BEST around to join us as we demonstrate those values Every. Single. Day.

Aspirus Health in Wausau, WI is seeking a QUALITY ANALYST II to join our NURSING CONTACT CENTER team!

Under the direction of the Supervisor – Quality Assurance, the QA Analyst 2 performs advanced quality monitoring, analysis, and reporting across PSC (and other patient service areas under the Shared Support model) functions and serves as a backup to the Supervisor – Quality Assurance.

This position leads calibration sessions, validates QA scoring for accuracy and consistency, develops quality dashboards or reports, and collaborates with operational leaders to address root causes of performance issues. The QA Analyst 2 serves as the primary backup to the QA Supervisor and assists with escalations, calibration, reporting, and staff guidance. The QA Analyst 2 also mentors QA Analysts and supports the Supervisor in daily coordination of QA activities and improvement projects.

This role requires a higher level of analytical skill, judgment, and independence in decision-making related to QA findings and communication.

HOURS: Full Time 1.0 FTE, 80 Hours Biweekly

Experience/Qualifications

+ Associate degree or equivalent experience

+ 1 Minimum 3-5 years in call center QA or auditing roles.

+ Minimum 1 year as a QA Analyst 1 or equivalent.

+ Experience in coaching, calibration, or review processes preferred.

+ Healthcare or patient-focused experience required.

+ Advanced Proficiency with QA systems and data visualization tools.

+ Demonstrated Leadership and mentoring skills.

+ Strong analytical capabilities, attention to detail, and consistency in scoring.

+ Solid written and verbal communication skills.

+ Proficiency with QA tools, Excel, and reporting dashboards.

+ Ability to manage escalations, mentor others, and maintain composure under pressure.

+ Demonstrated experience in continuous learning and improvement.

+ Flexibility to handle multiple tasks and support cross-team needs.

+ Excellent listening and documentation skills.

+ Ability to interpret and communicate feedback objectively and professionally.

+ Ability to work independently while collaborating within a team structure.

Employee Benefits

+ Full benefits packages available for part- and full-time status.

+ PTO accrual from day one!

+ Generous retirement plan with match available.

+ Wellness program for employees and their families.

Our Mission : We heal people, promote health and strengthen communities.

Our Vision : Aspirus is a catalyst for creating healthy, thriving communities, trusted and engaged above all others.

As an Aspirus team, we demonstrate caring, we plan to impact the future, work with happiness and enthusiasm, recognize our power to make a difference and improve the health of our communities.

Aspirus Health is a nonprofit, community-directed health system based in Wausau, Wisconsin, serving northeastern Minnesota, northern and central Wisconsin and the Upper Peninsula of Michigan. The health system operates 18 hospitals and 130 outpatient locations with nearly 14,000 team members, including 1,300 employed physicians and advanced practice clinicians. For more information visit aspirus.org.

Click here (https://www.aspirus.org/about) to learn more.

Position QUALITY ANALYST II - NURSING CONTACT CENTER

Location

Req ID 101507