Customer Communication Quality Specialist – French/German

About the role

The Customer Communication Quality Specialist acts as a coach, culture ambassador and enablement partner, ensuring every customer interaction reflects NetJets’ mission to enhance the life of each Owner. The role focuses on monitoring communication quality, providing feedback, and maintaining up‑to‑date training and knowledge assets.

Key responsibilities

• Monitor and evaluate customer conversations against quality and service standards, emphasizing empathy, tone, problem‑solving and compliance.
• Use QA forms and scorecards to record results, maintain accurate records and support audit efforts.
• Analyse evaluation data for trends, share insights with Owner Services and Service Development leadership.
• Provide constructive feedback and coaching to Owner Services agents, including Key Account Managers and Current Day Specialists.
• Participate in calibration sessions to ensure consistent evaluations across the department.
• Develop and deliver training materials based on identified gaps, and support new‑hire onboarding with real‑time QA reviews.
• Collaborate with leadership and Knowledge Management to refine evaluation standards, talk tracks and process documentation.
• Maintain the library of training documents, best practices, policies and external reference links, ensuring content remains current and accessible.

Required profile

• Fluent in French or German, with strong English communication skills.
• Excellent attention to detail and ability to assess conversations for quality and compliance.
• Strong analytical mindset to identify trends and recommend improvements.
• Proactive coach who can deliver clear, constructive feedback.
• Ability to work collaboratively with cross‑functional teams.

Required skills