CX Enablement & Communication Quality Specialist

About the role

The CX Enablement & Communication Quality Specialist acts as a coach, culture ambassador, and enablement partner, ensuring every customer interaction reflects NetJets’ mission of delivering exceptional travel experiences. The role focuses on evaluating and improving communication quality while maintaining up‑to‑date training and knowledge assets.

Key responsibilities

• Monitor and evaluate customer interactions against quality and service standards, emphasizing empathy, tone, problem‑solving, operational accuracy and compliance.
• Use QA forms and scorecards to provide actionable feedback and maintain accurate QA records for audit and compliance.
• Analyse evaluation results, identify trends and gaps, and share insights with Owner Services and Service Development leadership.
• Deliver constructive feedback to Owner Services agents (Key Account Managers, Senior Account Managers, Account Managers, Current Day Specialists) to support coaching plans and performance improvement.
• Participate in calibration sessions to ensure consistent and fair evaluations across the department.
• Develop and deliver training activities 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 and periodically validate the library of training materials, best practices, policies, and external reference links.

Required profile

• Strong communication skills with a focus on empathy, tone, and problem‑solving.
• Ability to analyse data, identify trends, and present findings to leadership.
• Coaching mindset and experience delivering constructive feedback.
• Attention to detail for maintaining accurate QA records and documentation.
• Fluency in French or German (in addition to English).

Required skills