Melissa is responsible for managing the day-to-day operations of our onsite call center and focus group facility, known as QualiSight. Melissa has many years’ experience managing call centers in various inbound and outbound capacities. Melissa’s primary duties at RMS are to manage the telephone fieldwork for all research projects, including our CAHPS telephone survey administration with a focus on coordinating staffing and scheduling of the call center staff to ensure proper coverage for all fieldwork. She also oversees and coordinates training and staff development ensuring quality and efficient data collection from all members of the team.