Caleb Deleault
About Caleb Deleault
Caleb Deleault is a Quality Assurance Analyst at MassMutual, with prior experience as a Call Center Supervisor and Customer Service Representative at the same company.
Title at MassMutual
Caleb Deleault currently holds the position of Quality Assurance Analyst at MassMutual. His role involves ensuring the highest standards of quality are maintained across various departments, with a core focus on customer service processes and workflow implementations.
Past Roles at MassMutual
Caleb Deleault has an extensive history with MassMutual, having served in various capacities. From 2014 to 2017, he worked as a Call Center Supervisor in Springfield, MA. Before that, he was a Customer Service Representative from 2013 to 2014, also in Springfield, MA. These roles have provided Caleb with a multi-faceted understanding of customer service and call center operations.
Experience at Sleep Management Solutions
Before joining MassMutual, Caleb Deleault worked at Sleep Management Solutions as the Supply Department Lead from 2010 to 2013 in Suffield, CT. In this role, he led supply chain operations and managed inventory, providing a foundation in operational excellence that he continues to draw upon in his current role.
Education at Hartwick College
Caleb Deleault studied Philosophy at Hartwick College, where he spent three years from 2005 to 2008. His background in philosophy contributes to his analytical skills and approach to problem-solving, which are essential in his role as a Quality Assurance Analyst.
Quality Assurance Initiatives
Caleb Deleault has implemented a QA-based recognition program specifically designed for the customer service center. This initiative highlights and rewards exemplary performance, contributing to higher standards and motivation among the team. Additionally, Caleb acts as a liaison for the team specialist group, working on problem-solving efforts, documentation improvements, and workflow implementations.
Technical Expertise and Training
As part of his role, Caleb Deleault provides technical product and workflow knowledge to customer service representatives, team specialists, and directors. He creates and recommends workflows for training purposes and collaborates with teams to coach and prevent errors through improved documentation, workflows, and training initiatives.