Title:  Flight Center Quality Assurance Auditor (NJUS)

Join the NetJets Team

NetJets, the global private aviation leader for more than 60 years, provides the pinnacle of private travel, defined by a signature commitment to unwavering safety, personalized service, and reliable global access. Discover why NetJets is the ultimate career destination, offering exceptional benefits and growth opportunities.

Purpose of Position

The Flight Center Quality Assurance Auditor is responsible for implementing and monitoring quality standards within the Flight Center to ensure exceptional Owner and customer experiences, as well as company and departmental compliance. This role involves monitoring, evaluating, and improving Flight Center agent performance. Key responsibilities include analyzing employee performance data, conducting quality assessments, and providing feedback and recommendations that align with established standards. 

Tasks and Responsibilities

•    Develop and maintain quality standards, guidelines, and procedures Conduct regular evaluations/audits for individual and team-level work to assess adherence to standards and identify areas of improvement.
•    Define a calibration system to dispute Quality scores and calibrate across channels.
•    Report on workforce performance trends based on the scoring of calls, emails, and text of the Flight Center workforce.
•    Engages in calibration sessions on interactions for all products/programs with Flight Center management.
•    Support departmental leadership to define Quality metrics.
•    Support partnerships with vendors to help accomplish Flight Center Leadership goals as it relates to Flight Center Quality.
•    Report and identify potential training gaps via Quality Assurance monitoring.

Education

Certifications and Licenses

Years of Experience

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

•    Demonstrative executive presence and ability to influence at the senior levels of the organization
•    An understanding of cross-functional interdependencies in achieving company strategy
•    Expert-level product and program knowledge and understanding
•    Ability to improve others’ performance through education, mentoring, and coaching
•    Core understanding of global private aviation operations and high touch service
•    Strong interpersonal and customer service skills
•    Excellent presentation, written, and verbal communication skills
•    Experience with learning management systems
•    High level of proficiency as it relates to product and process documentation

How NetJets Supports You

NetJets is proud to provide a variety of attractive benefits to our employees, including many at no cost. Employees have access to no cost options including Medical, Dental, and Vision benefits, with access to robust networks of nationwide providers. NetJets offers benefits so you can LIVEWELL—a comprehensive package to support your Mind, Body, and Life.

Our comprehensive suite of benefits include:

• Medical, Dental, and Vision
• Healthcare Advocacy
• Employee Assistance Program
• Flexible Spending Accounts
• Health Savings Account with annual employer contribution
• Wellness Programs & Discounts
• Paid Time Off
• Life and Accident Insurance
• Voluntary benefits (financial protection plans)
• 401(k) plan, with 66% of every dollar you contribute matched by NetJets
• Short and Long-Term Disability
• Legal Plan
• Identity Theft Protection Plans
• Pet Insurance
• Family & Caregiving Support