What are the responsibilities and job description for the Flight Center Quality Assurance Auditor (NJUS) position at NetJets & EJM?
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
Bachelor's in Aviation Management or Business Management
Certifications and Licenses
Years of Experience
2-4 years of experience
Core Competencies
Adaptability
Collaboration
Curiosity
Service-Oriented
Strives For Positive Results
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 LIVE WELL -a comprehensive package to support your Mind, Body, and Life.
Our comprehensive suite of benefits include :
