Role & responsibilities

- Track and analyse key Customer Delight / CX metrics, Escalations and other operational KPIs.
- Create, maintain and manage daily, weekly and monthly CX dashboards and trackers.
- Work extensively on Google Sheets, including basic formulas, data cleaning, lookups, conditional logic, pivots and reporting.
- Build structured trackers and reporting formats to improve visibility of CX performance.
- Conduct regular quality, process and operational audits across customer interactions and CX processes.
- Analyse audit findings and identify recurring issues, gaps and outliers.
- Prepare city-wise, caf-wise, channel-wise and issue-wise performance reports.
- Identify trends and highlight key areas requiring intervention to the CX and Operations teams.




- Maintain accurate and updated databases, trackers and audit records.
- Support the team in monitoring customer complaints, escalations, reviews and VOC trends.
- Coordinate with Operations, Caf, Training and other relevant teams to close identified gaps.
- Follow up on action items and ensure corrective actions are tracked to closure.
- Support the development and improvement of CX processes, SOPs and audit frameworks.
- Provide timely reports and actionable insights to the Customer Delight leadership team.

📌 Subject Matter Expert (New Delhi)
🏢 Chaayos
📍 New Delhi