Subject Matter Expert

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.