Title:  CX Enablement & Communication Quality Specialist (French or German Proficiency)

Purpose of Position

The CX Enablement & Communication Quality Specialist serves as a coach, culture ambassador, and enablement partner, inspiring excellence in every customer interaction and ensuring that the organization’s knowledge and training assets remain accurate, usable, and current.

With a predominant focus on communication quality, the Specialist evaluates and elevates customer conversations to reflect NetJets’ mission: “to enhance the life of each Owner, one exceptional travel experience at a time,” driving consistency, emotional intelligence, and service excellence through structured quality assurance, coaching, and feedback.

In addition, the Specialist plays a key role in CX enablement and documentation stewardship, coordinating the upkeep of the area’s library of training materials, best practices, processes, policies, and supporting resources, ensuring content is accessible, reliable, and aligned with current practices, and enabling teams to deliver consistent, high-quality service with confidence.

Tasks and Responsibilities

•    Monitor and evaluate interactions against defined quality and service standards, with a strong emphasis on empathy, tone, problem-solving, operational accuracy and compliance. 
•    Use quality assurance forms and scorecards to provide actionable feedback, highlighting areas of strength and development. 
•    Maintain accurate QA records and support audit and compliance efforts. 
•    Analyse evaluation results for trends and gaps and share findings with Owner Services Leadership and Service Development Leadership. 
•    Deliver clear, constructive feedback to Owner Services agents (Key Account Managers, Senior Account Managers, Account Managers, Current Day Specialists) that supports individual coaching plans and performance improvement. 
•    Participate in or conduct calibration sessions to ensure consistency and fairness in evaluations across QA and department leadership. 
•    Develop, prepare, and participate in training and development activities, based on identified trends and gaps. 
•    Support new hire onboarding and post-training transition into the role with real-time QA reviews and coaching. 
•    Collaborate with Owner Services Leadership, Service Development, 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. 
•    Maintain the area’s library of training materials, best practices, processes, policies, and departmental documentation (Word documents, PDFs, job aids, onboarding materials, talk tracks, process guidance), and maintain and periodically validate a curated set of external links to tools, sites, and reference resources, ensuring content remains relevant, accessible, and current.
•    Review documentation for accuracy, validity, clarity, and alignment with current practices and service expectations; coordinate corrections and updates with relevant stakeholders/SMEs, and improve usability and findability through consistent formatting, naming conventions, structure, and logical folder organization in SharePoint.
•    Coordinate authorization and approval workflows with appropriate stakeholders (SMEs and leadership) prior to publishing or major revisions, manage publication, version hygiene, and retiring/archiving of outdated documentation to reduce uncertainty and operational risk, and support content standardization and readiness for future platform migration (e.g., Comply365) through cleanup, consolidation, and consistent document practices.
•    Retention rules & review cadence: design and implement practical methods to track and monitor adherence to departmental retention rules and review frequencies (as set by departments within the area). 
•    Maintain a review schedule and follow-up process to ensure content owners complete required reviews and updates on time, and, in alignment with departmental priorities and evolving CX maturity, support additional responsibilities beyond core communication quality, CX enablement and documentation stewardship.
•    Other duties can be performed subject to being within the same professional career, considered related or functionally linked.

Education

Certifications and Licenses

Years of Experience

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

•    Fluent in spoken and written English, and either French or German, with an excellent knowledge of respective communication culture and grammar (other languages are preferred).
•    Minimum CEFR C1 level; C2 preferred.
•    3 to 4 years of experience in a contact centre or customer service environment, ideally in NJE Owner Services. 
•    Deep understanding of customer service excellence and the impact of soft skills on customer satisfaction. 
•    Strong analytical and observational skills with the ability to assess nuances in communication and emotional intelligence. 
•    Excellent written and verbal communication skills, with a coaching mindset. Mentorship experience is recommended. 
•    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). 
•    Background in hospitality preferred.
•    University degree in Business, Tourism, or Languages preferred.