Flight Center Standards Analyst (NJUS)

Job Description:

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 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

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)

Deep understanding of customer service excellence and the impact of soft skills on customer satisfaction.
Strong analytical and observational skills; ability to assess nuances in communication and emotional intelligence.
Excellent written and verbal communication skills, with a coaching mindset.
High attention to detail with the ability to balance consistency with situational judgment.
Ability to manage time effectively in a fast-paced, feedback-driven environment.
Experience supporting high-touch customer segments (e.g., luxury, healthcare, financial services).

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
Parental Leave of Absence
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

Job Ident #: 16116-en_US

Company Details

NetJets

4111 Bridgeway Ave
Columbus, Ohio 43219 USA
careers.netjets.com/

Beginning as the first private jet charter and management company, NetJets has led the industry for 57 years. In 1986, they debuted the revolutionary concept of shared ownership. This allows individuals and companies to buy a share of a private business...

Benefits:
As the worldwide leader in private aviation, NetJets strives to create exceptional experiences—that includes the benefits we offer our teams.

Employees have free coverage for Medical, Dental, and Vision benefits, with access to a vast network of nationwide providers. NetJets strives to LIVEWELL and that means taking care of all aspects of your Mind, Body, and Life through our benefit and discount programs.

Our comprehensive suite of benefits include:
Medical, Dental, and Vision
Healthcare advocacy
Employee Assistance Program
Flexible Spending Accounts
Health Savings Account with employer contribution
Wellness Programs
Paid Time Off
Life and Accident Insurance
Voluntary benefits
Generous 401(k) Retirement Plan company match
Short-Term Disability
Long-Term Disability
Legal Plan
Family support resources
A career at NetJets is the whole (benefits) package.

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Job Info

Location

Columbus, Ohio, United States

Type

Permanent

Company Details

NetJets

4111 Bridgeway Ave
Columbus, Ohio 43219 USA
careers.netjets.com/