Title:  Flight Center Standards Analyst (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 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

Certifications and Licenses

Years of Experience

Core Competencies

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