Subject Matter Expert

Chaayos; New Delhi, Gurugram District; On-site; INR 550,000 - 900,000; Full time

Job summary

Chaayos in Delhi seeks a CX Analyst to track and analyse customer delight metrics, escalations and other operational KPIs. You will build and manage dashboards and trackers, and work extensively in Google Sheets.

You will prepare city-wise, cafe-wise and channel-wise performance reports, identify trends, and provide actionable insights to the Customer Delight leadership team to drive CX improvements and audits.

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.

Job description

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.