Flight Center Standards Analyst (NJUS)

Flight Center Standards Analyst (NJUS)

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 Standards Analyst is responsible for monitoring and evaluating interactions for adherence to company standards. The role will maintain reviews of interactions for purposes of ongoing training, coaching, and employee recognition. This role focuses heavily on adherence to service excellence, emotional intelligence, and brand alignment, ensuring that agents consistently deliver high-quality, personalized support.

Tasks and Responsibilities

• Monitor and evaluate interactions against defined quality and service standards, with a strong emphasis on empathy, tone, and problem-solving.
• Use quality assurance forms and scorecards to provide actionable feedback, highlighting areas of strength and development.
• Participate in or lead calibration sessions to ensure consistency and fairness in evaluations across QA and department leadership.
• Deliver clear, constructive feedback to frontline teams that supports individual coaching plans and performance improvement.
• Collaborate with Training, Workforce Management, and Knowledge Management to refine evaluation standards, talk tracks, and process documentation.
• Contribute to the development and enhancement of evaluation forms, QA policies, and soft skills criteria to reflect evolving service expectations.
• Support new hire onboarding and nesting periods with real-time QA reviews and coaching.
• Maintain accurate QA records and support audit and compliance efforts.

Note

It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a list of essential job functions, please refer to the essential functions document for this job.

Education

Bachelor's in Business or Quality Management

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

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 LIVEWELLa comprehensive package to support your Mind, Body, and Life.

Our comprehensive suite of benefits include :

Nearest Major Market : Columbus