Interactive Quality Assurance Monitoring System

INTERACTIVE QUALITY ASSURANCE MONITORING SYSTEM
A Project
Presented to
the Faculty of STI College Cebu
In Partial Fulfillment
of the Requirements for the Degree
Bachelor of Science in Information Technology
by:
Barry Julius C. Nicasio

Robee Jeanne L. Climaco
Maylyn V. Jamora
Eve Michael Jayson R. Selmo

Project Adviser
August 2019
ENDORDEMENT FORM FOR PROPOSAL
TITLE OF RESEARCH: Interactive Quality Assurance Monitoring System
NAME OF PROPONENTS: Barry Julius C. Nicasio
Maylyn V.Jamora
In Partial Fulfilment of the Requirements

for the degree Bachelor of Science in Information Technology
has been examined and is recommended for Proposal Defense.
ENDORSED BY:

Thesis Adviser
Interactive Quality Assurance Monitoring System | STI College Cebu

APPROVED FOR PROPOSAL DEFENSE:
Earl Thomas C. Corregidor III, MPA

Thesis Coordinator
NOTED BY:
Mr. Joey U. Rivamonte, MST-CS, MSIT, DM

Program Head
August 201

ADVISER`S RECOMMENDATION SHEET
This Project entitled
by:

Maylyn V. Jamora
submitted by in partial fulfilment of the requirements for the

Bachelor of Science in Information Technology,
has been examined and is hereby recommended
for acceptance and approval.

Project Adviser

PANEL`S APPROVAL SHEET
This Project entitled
developed by:

Maylyn V. Jamora
after having been presented is hereby approved

by the following members of the panel
Mr. Joey U. Rivamonte, MST-CS, MSIT, DM Engr. Shiela E. Jungco, ECE

Panel Member Panel Member
Arjun G. Manipes
Lead Panelist
Earl Thomas C. Corregidor III, MPA Mr. Joey U. Rivamonte, MST-CS, MSIT, DM
Thesis Coordinator Program Head

APPROVAL SHEET
This thesis proposal titled: Interactive Quality Assurance Monitoring System prepared and
submitted by; Barry Julius C. Nicasio; Robee Jeanne L. Climaco; and Maylyn V.
Jamora, in partial fulfilment of the requirements for the degree of Bachelor of Science in
Information Technology, has been examined and is recommended for acceptance an
approval.

Thesis Advisor
Accepted and approved by the Thesis Review Panel

in partial fulfilment of the requirements for the degree of
Bachelor of Science in Information Technology
Mr. Joey U. Rivamonte, MST-CS, MSIT, DM Engr. Shiela E. Jungco, ECE

Panel Member Panel Member
Arjun G. Manipes
Lead Panelist
Noted:
Earl Thomas C. Corregidor III, MPA Mr. Joey U. Rivamonte, MST-CS, MSIT, DM
Thesis Coordinator Program Head

TABLE OF CONTENTS
ENDORSEMENT FORM FOR PROPOSAL DEFENSE Error! Bookmark not

defined.
APPROVED FOR PROPOSAL DEFENSE: iii
ADVISER`S RECOMMENDATION SHEET iv
APPROVAL SHEET v
abstract x
PREFACE x
CHAPTER 1 xii
INTRODUCTION xii
1.1 Statement of the Problem 14
1.2 Current State of the Technology 14
1.3 Objective 15
1.3.1 General Objective 15
1.3.2 Specific Objective 16
1.3.3 Scope and Limitations 16
1.3.4 Methodology 21
chapter 2 Error! Bookmark not defined.
THEORETICAL FRAMEWORK Error! Bookmark not defined.
2.1 Introduction Error! Bookmark not defined.
2.2 Call Center Performance (Bernard Marr & Andy Neely) Error! Bookmark not defined.
2.2.1 Call Center Technology: Theory and Managerial Implications 28
Hardware/Software 34
37
Human Resources 38
Bibliography 49

ABSTRACT
Executive Boutique are currently in the process of reviewing ways in which

quality assurance monitoring agents’ performances and evaluation can achieve greater
consistency and effectiveness in judging the impact of a project as well as getting
recommendations on how future interventions can be improved. One of the best ways to
overcome this problem building a system based on a computer to manage that process.
During the system construction we must identify the main modules for the system and the
relationships between them.
Interactive Quality Assurance Monitoring System solutions offer business

intelligence across your entire operations from monitoring, reporting and create coaching
sessions based on your team’s quality and performance results through to quality
assurance management tools to help agents look further into performance and quality. Its
main objectives were to find out how selection of tools and techniques, the role of quality
assurance management. The study will help Executive Boutique better understanding of
the Interactive Quality Assurance Monitoring system and how to improve them to meet
their expectations. Building a resulted based Interactive Quality Assurance Monitoring
system is therefore a requirement by the growing pressure to improving performance of
an agent which is also one of the requirements by the Executive Boutique. Our system
will be constructed to enable the quality assurance evaluator to evaluate the agent’s
performances and provide a quality coaching and generate the final quality report
automatically without additional efforts. The software helps set clear expectations for
employees, provides employees with daily feedback on their performance against those
expectations.

PREFACE
The current system that the client has been dealing with is a manual system, a system
that which manually input data and bring on or produce report. Which cause nothing but a
less secured and a less assured system. The system relevance to the study is that it will
serve as the tool to be use by the client to be more innovative and versatile enough to adapt
and absorb new system that would probably input data, produce report and sending of
emails more securely.
The proposed system acquaints and introduce a manageable and a systematic record
task which would assembly and doubtlessly improve their everyday task. The system is
composed of a centralize data, robust reporting and monitor every agent’s performance

CHAPTER 1
INTRODUCTION
Competition in the market, companies are now focusing attention on streamlining

processes in order to increase the standard of production. Quality assurance has the power
to transform your call center’s performance and maximize customer satisfaction.
Improving quality is a huge component in both initiatives so it’s more important than
ever to have a call center quality assurance. Managing quality in the call center has to be
considered a top priority.
According to Laura Stotler (2017) “Quality Assurance is primary objective of call

monitoring. Call monitoring is a massive asset when it comes to evaluating agent
performance and productivity and can also offer insight into problem areas where training
and coaching might be beneficial. In order to manage and improve the efficiency or
performance of a call center, supervisors and others monitor the telephone calls. “
In today’s global economy with business process outsourcing (BPO) provided by

Executive Boutique is an American Australian-owned call center service that is designed
to help businesses elevate performance. Each account is managed by one or more team
leaders, Quality Assurance monitors and agents. They develop and implement specialized
applications. However, the Team Leaders and Quality Assurance Analysts need to
improvise some automated quality assurance monitoring system in order to monitor the
performance of the employees and to make sure they meet the goals. Team Leaders and
Quality Assurance Analysts have a responsibility to keep an eye on call center operations,
to ensure each customer receives a consistently positive experience. The quality assurance
team should develop evaluation programs that enhance the call center’s output. It should
unearth root- cause of problems, possible solutions and provide actionable insight for
performance improvements. Although developing and sustaining a high level of quality is
difficult enough in the call center of an established company, it can be exponentially more
challenging in a company that finds itself in an expansion phase. The primary task of the
quality analyst is call monitoring and providing actionable insight. Through call

monitoring, a QA analyst will gather information to help improve agent performance in
the call center. In the business, QA usually refers to monitoring agents’ interactions with
customers, making sure processes are follow`ed and seeking improvements. Providing a
good quality assurance between agents and customers include recording the
conversations and playing them back later in order to analyze their performances as being
monitored. Monitoring and quality assurance (QA) are a giant process involving a great
number of parameters that need to be evaluated.
According to Dick Bourke (2019) “believes that monitoring the quality of agent
interactions is a rich source of data and insight, particularly when combined with post
transaction customer sentiment data. It stands to reason, then, that call center QA should
closely monitor its activities and employ the insights gleaned to make improvements.
Good quality assurance procedures allow both company owners and employees to take
pride in their work.”
In this manner the proponents therefore proposed the Interactive Quality

Assurance Monitoring System. The design and development of the system can give
insight to the employee’s performance and help align the business objectives that can
monitor the performance and the progress of an agent and the team’s productivity. The
proposed system is easy to access the guidelines and feedback which result in
improvement. The proposed system is meant to help call center employees’ increase their
productivity and efficiency while having the ability to access records that is frequently
updated.
With the interviews and research done, the team was able to point out the flaws and
problems occurring in the business and provide an alternative and improved solution.
1.1 Statement of the Problem
The company may rest on the effectiveness of the quality monitoring, especially
when it comes to gleaning insights to improve overall call center performance. One of the
elements that can slow progress in call centers is outdated methods of reporting.
Executive Boutique is still relying on outdated and time-consuming Excel/Google

spreadsheets leading to inadequate reporting and delayed feedback. This method is prone
to human error and may lead to several problems. The problem with spreadsheets is that
they simply don’t have the ability to deliver detailed operational reports that everyone
can understand and act on. While a comprehensive quality assurance process delivers
invaluable insight, all too often it is used solely to highlight agent errors. It comes in the
form of a single intuitive platform that will enable you to score customer service
interactions, quickly review and suggest improvements to agent performance, and
produce detailed operational reports. When correcting data errors, the current system is
difficult to use especially when generating weekly and monthly reports. When changing
the Quality Assurance Guidelines, they’ll have to delete the old data or create an entirely
new spreadsheet. Typically, the current system is not secured at all as everyone has
access to it and therefore is at greater risk for data corruption or mismanagement of
information. The technology being used was not able to analyze performance and suggest
reinforcements. Agents did not have the technical feedback they needed to better their
own.
 Slow Turnouts in QA Evaluation

 Slow and Inaccurate Report
 Data Security
1.2 Current State of the Technology
The proponent’s client is using Google (Form, Gmail and spreadsheets) and
Microsoft (Excel and Word). They were not designed for collecting huge
information in a dynamic environment. However, in the absence of alternatives,
spreadsheets have filled a need for many years when it comes to storing
information and documenting call center performance. The current system enables
them to manually track employee’s performance and analyze whether someone in the
frontline is improving or continuously failing the meet criteria and can also give
users the ability to generate graphs and charts based on the collated data. Wrong
data entry may cause problems in accuracy of QA Analyst’s and Team Leader’s
performance.
Figure 1.0 Google Spreadsheet
1.3 Objective
1.3.1 General Objective
The proponents aim to build , design and implement an organized and a multi-subsystem
monitoring and tracking system for Executive Boutique that will increase the performance
of a call center agents and can save time from the current system being used, and finally
minimized human errors from employees. Also, to increase the productivity of Quality
Assurance Analysts and Team Leaders, and to decrease data redundancy by keeping
everything organized in a single server and create a more stable working environment.

1.3.2 Specific Objective
Given the client concerns, the specific objectives below are the proponent’s
solution to the defined problems:
Quality Assurance Module
The proposed system will eliminate the use of other tools and the QA analyst can just
focus on monitoring calls using the system without the need to go back and forth, copy
pasting data to and from external tools.
Reporting Tool
The proposed system will be capable of generating reports with dynamic view that
caters the viewer’s need from historical to current, from daily to weekly, monthly,
quarterly etc.
Centralized Database
The proposed system will be stored or accessed to from a single database. A login is
also essential to secure the data with account permission and restrictions depending on
the permission level.
1.3.3 Scope and Limitations
The study will focus on the improvement of the current system of our client
that includes the following:
Scope
Login Module
Should be able to login securely to the system using the username

 Login Scree created/generated upon enrollment.
 Change Password
A default password should be provided for first time users which will
then be prompted to change through a change password module.
System should be able to check the password strength level.
 Password Strength
Profile Management
This module should accept employee information such as Username,

 Employee Enrollment Access level. Edit and Archive should be
a feature too.
Should be able to assign the supervisor and track any changes to the
 Team Transfer team alignment. Most changes will occur once
or twice a month.
Quality Assurance Guidelines Management
Guidelines will be the questions to be used to rate the agents.

 Add/ Edit/Archive QA guidelines Should be able to login securely to
the system using the username created /generatedupon enrollment.
process adherence during the call and these guidelines will change from time
to time depending on client’s needs. System admin should have the
ability to add new questions, updated existing ones and archive the ones
that are not being used.
Guidelines will have a combination of Yes, No, N/A and Auto-fail

 Guideline responses in which the system admin should be able
to assign to each guideline.
Quality Assurance Monitoring
In this module, the Quality Assurance analysts should be able to

 QA Monitoring Logs enter the Agent Name, call recording
link, call duration, call disposition, and Comments per guideline as to what
transpired date, during Response the call and submit it. Upon submission, a
review screen should display the entered data and the QA analyst will have

the ability to go back to edit any corrections before saving the Monitoring Log.
When the Quality Assurance

 QA Score Calculator
Analyst saves the monitoring log, the
system should be able to calculate and send the tabulated scores based
on the QA Monitoring responses automatically to Quality Assurance
Team, Team Leaders and management via system notification.
This will show summary of QA monitoring scores of agents in

 QA Reports daily, weekly and monthly view as well as monitoring
reports done by the QA Analysts.
Coaching Tracker
Coaching/mentoring happens when an agent is called for a 1-on-1

 Coaching Logs Tracker discussion with the Team Leader for any
infractions, performance issues, Personal matters, etc. Getting an auto-fail
might fall under infractions if they might fall under infractions if the offense
is grave. In this module, the system should be able to keep recommendation,
Action Plan, discussion between Agreement the parties involved and
the date in the system
If a follow-up discussion with the Agent needs to be done, system

 Follow Up Scheduler should have the feature to schedule a follow-up
coaching/mentoring session.
System should be able to notify the Team Leader that System should be
 Scheduled coaching/mentoring notification able to notify the Team
Leader that there is a scheduled coaching/mentoring for the day. there is a
scheduled coaching/mentoring for the day.

System should have a printable format as documentation for any legal
 Printable Coaching Format matter that will be used for cases in
hearings, Disciplinary Action Form (DAF) and/or Incident Report (IR)
attachment as evidence.
Limitations
The proposed system will be made to cater the information provided in the scope
for the convenience of Executive Boutique. However, there are areas that will not be
covered by the proposed system to evade unnecessary problem when system is deployed.
General
The proposed system should not be accessed online/ not a web base. The
proposed system is only applicable and can only be used by the Administrative officers,
QA Analysts, Team Leaders and Managers for that specific account.
Login
No forgot password feature. Admin should reset the password for the
 Login Screen employee.
System won’t accept too small or too many password characters.

 Change Password
Profile Management
ID Number will be given by the 3rd party client and not auto or system
 Employee Enrollment generated. Any additional information
will change the system design.
Supervisor assignments will only allow if position is equal or higher to

 Agent Transfer the one being assigned to.
Quality Assurance Guidelines Management

Maximum number of guidelines is only 35.
 Add/ Edit/Archive QA guidelines. Responses will only be
 Guideline responses limited to the current specified which are Yes,
No, N/A and Auto-fail and additional response might require system redesign
and changes in calculation.
This module is only limited to the current specified fields requested by

 QA Monitoring Logs the client. Additional fields will require a
database and system redesign.
Calculation will be based on the QA Monitoring responses with this

 QA Score Calculator formula (Score = Count of Yes / (Count
of Yes + Count of No)) where N/A is not counted, and auto-fail will
automatically result to a score of zero (0). Changes in responses and/or
calculation will require a system redesign
Non-confidential and visible to the rest of the teams. Nographs or

 QA Reports charts available.
Coaching Tracker
Cannot accept digital signature. No attachment features Only the Team

 Coaching Logs Tracker Leader’s coaching log is visible to
him/her for confidentiality
No multiple dates. Team Leader should only select one (1) date.
 Follow-up Scheduler
No snooze features.
 Scheduled coaching/mentoring notification
Pictures/images
 Printable Coaching Format or any attachments not available for printing.

1.3.4 Methodology
In the course of this study, the proponents decided to use Scrum

Methodology to fulfill and reach the intended output. The researchers chose this
methodology to adapt easily to changes, to be able to work side by side with end users
and to make necessary corrections and adjustments quickly when certain requirements
are altered.
As Schwaber (2004) pointed out, the Scrum Methodology excels on the

urgent projects critical to organizations and also an iterative framework and a
leading agile development methodology for handling rapidly evolving projects.
Scrum well- define emphasizes teamwork where; the development team works to
achieve towards a goal. He added the scrum shortens the feedback loop between
customer and developer, and between wish list and implementation.
Figure 1.1 Scrum Methodology

Planning

At the first stage of planning the session, the proponents have undergone a
brainstorming session to identify the target area and discussed the needs and arising
problem within with the client. The proponents listed down the problems encountered
and discussed them with the client.
 Below diagram are planned modules and system flow.
After gathering the necessary data and requirements, the proponents created a
Project Backlog to serve as a guide on creating the system. Then after that, the
researchers initiated an estimation and prioritization planning session together with the
manager. After that meeting, the proponents evaluated all the items that have been
selected and then initiated the first Scrum Planning meeting.
Product Backlog

Product backlog is a part of Scrum terminology representing the prioritized list of
requirements for the project being developed. The product backlog contains a to-do list
consisting of work items, to define the product backlog; proponents conducted an
interview with the client. The client is the person responsible for the prioritizing product
backlog. The list is derived by selecting the backlog items from the top of the backlog
until the proponents feel it has enough work to fill the sprint.
The backlog items are broken down into tasks by the proponents. Tasks on the sprint
backlog are never assigned; rather, tasks are signed up by the proponents as needed
according to the set priority and the proponents’ skills. This promotes self-organization of
the proponents.
o Below list is the product backlog by modules discussed with the client ranked
from highest on top to lowest at the bottom in priority.
A login protocol to secure the systems information with the use of login
 Login Mode privilege.
Admin’s setting in assigning login privilege per permission.

 Permission Control
Information management module.
 Employee Registration
Admin’s setting in assigning the QA’s
 QA Team Assignment supported teams.
Admin’s setting in managing the guidelines that will be followed

 QA Guidelines Management by the QA analysts in
monitoring calls.
Admin’s setting in managing the Coaching FAQs that will be

 Coaching FAQs followed by the Team Leaders in

coaching agents.
Admin’s setting in managing the call dispositions that will be used by the
 Dispositions QA analysts during call evaluations.
Module used to evaluate/monitor agent calls.

 QA Evaluation Form
A dynamic QA evaluation report
 Evaluation Reports that can be changed with the viewer’s
needs.
Module used in coaching and scoring agent’s

 Coaching Form
call/behavior.
A dynamic Coaching report that can be changed with the viewer’s needs.
 Coaching Reports
Module used by the agent to respond to
 Coaching Response
and acknowledge the coaching done
by the Team leader.
Module used to transfer agent from one Team lead to another.

 Agent Transfer
Sprint Planning
In sprint planning the proponents together with the scrum master are planning which
product backlog items will be delivered into sprint backlog and how it will be achieved.
Sprint Backlog
The sprint backlog is the set of the product backlog items selected for the sprint.
In sprint backlog each member of the scrum team should choose a task to be done during
the sprint.
Below are the sprints discussed with the client based on priority and password module size:

 Sprint 1 – Aug. week 4 – Login Module, Permission Control & Testing
 Sprint 2 – Sep. week 1 – Employee Registration, QA Team Assignment,
QA Guidelines management & Testing.
 Sprint 3 – Sep. week 2 – Coaching FAQs, Dispositions & Testing.
 Sprint 4 – Sep. week 3 – QA Evaluation Form, Eval. Reports & Testing.
 Sprint 5 – Sep. week 4 – Coaching Form, Coaching Reports & Testing.
 Sprint 6 – Sep. week 1 – Coaching Response & Agent transfer.
Daily Scrum
The daily scrum is a short everyday meeting (no more than 15 minutes) for the team.
Sprint Review
The sprint review is held at the end of the sprint. Each member of the team presents their
work being completed and not completed during the sprint.
Sprint Retrospective
The sprint retrospective is the final meeting in the sprint to determine what went well
during the sprint, what didn’t go well during the sprint and how the team can improve in
the next sprint
Increment
The sum of all the product backlog items completed by the team during the sprint.
In listing the project backlog, the proponents had a meeting to talk over and analyze the
module that should be prioritized and included in every sprint after a sprint has been
done; the researchers got the feedback of their locale, and if there were some suggestions
that were possible and can be included to the system, then these were included to the
project backlog and subjected for the next

CHAPTER 2
THEORETICAL FRAMEWORK
2.1 Introduction
Business Process Outsourcing (BPO) is likely to be the next big thing for
services in this decade and it is a common opinion that productivity improvement is
nowadays the biggest challenge for companies in order to remain competitive in a global
market therefore, businesses are forced to do their best to be more efficient, more up-to-
date with the changing technologies and at the same time to be responsive to the markets.
Today everyone is concerned the concept of quality is currently so widely used by

organizations that it is no longer just an advantage to adopt it but a must for survival.
Increased globalization leads to increased competitive pressures. organizations and other
establishments rely on computers as the basis of their Database Management System which
brought significant and various effects in all forms of human life such as helping people
do their job faster, accurate and efficient. This chapter primarily presents the different
researches and other form of theories both foreign and local, which have significant
bearings on the variables included in the research. It focuses on several aspects that will
help in the development of this study. The study is generally concentrating on the feasibility
of creating the Interactive Quality Assurance Monitoring System.
2.3 Management Theories (Thompson & Mchuge, 2009)
Management is the administrative process which planning, devising aims,

administering resources, arranging financial aspect and human assess needed to attain
goals and evaluating performances
In connection wih the proposed system, the proponents proposed a new and faster way of
work. The system also helps the manager to monitor agents.

At this point, theories about Quality Assurance, Business Process and will be examined
and related to the situation such Maslow’s Hierarchy of needs and Alderfred theory. What
does this theory have to say about managing work, studies and social life, after which they
will be connected with the student’s situation? These theories were chosen because they
focus on certain human needs such as motivation, self-esteem etc.
2.2 Quality Assurance Theory (Dale 2003)
Dale (2003) stresses the importance of quality in that it increases productivity,

followed by enhanced performance in the marketplace and improves overall business
performance.
2.2 BPO Theory Grossman and Helpman (2005)
An important fact of business process outsourcing is its ability to free corporate

executives from some of their day-to-day process management responsibilities, which is
taken over by the service provider for the outsourced services. Executives usually spend
most of their time managing everyday business and only some time on formulating
strategies for a successful advancement of the company. Once a process is successfully
outsourced, the time spending ratio can be easily reversed and more time is left to explore
new revenue areas, accelerate other projects and focus on customers, i.e. to concentrate
on the core competencies of the firm.
2.3 Call Center Technology: Theory and Managerial Implications
Call centers have been existed since 1900, when telephone operators would
connect callers to the party there were trying to reach (Abbott, 2008). The first ACD
systems possibly emerged in the 1950s to manage enquiries at the biggest telephone
companies (Helper.com, 2011). Call centers are increasingly becoming part of peoples
live today. They are used by organizations in a wide range.
According to Stanberg & Dalin (2010), call center nowadays are increasingly
important for customer relationship management, and that employees in call centers have

become a critical link bet companies and customers. Call center today constitute the most
potent weapon for maintaining long-term customer relationships, as they are compounded
by extraordinary advances in the integration of telephone and computer technologies
(Feinberg et al., 2000).
2.3.1 Management Operation Theory (Abu Karim (2013))
Computer devices are the main requirement of computerized management

information systems working to improve management performance systems,
followed by users who are using information systems, then performance
improvement, and software, while the least impact on information systems:
technician specialists and databases. The results clarified that the response by
the employees in the systems is high, and responding to maintenance by
employees in systems is high, the results showed that the devices used are flexible
enough, that the devices currently in use is one of the best and latest technology
available, the management and operation of the databases is featuring high capability
on the addition and modification, the management and operation of databases is
characterized
2.3.2. Monitoring Employees Performance (Anderson, 2002:2)
For an organization to be effective for its goals it is very important to monitor

its employee’s performance on a regular basis. Effective monitoring and
measuring are also includes providing timely feedback and reviews of the employees for
their work and performance according to pre-determined goals and solving
the problems faced (Mani, 2002:142).
According to Dick Bourke (2019) “believes that monitoring the quality of

agent. By monitoring and reporting on these closing the loop episodes we will
ensure that the learning from these cases informs practice and supports
further development of the Performance Management. The design and development of
the system can give insight to the employee’s performance and help align the

business objectives that can monitor the performance and the progress of an agent
and the team’s productivity.
2.4 Impact Total Quality Assurance Implementation Theory (John Michael, 2018)
The research endeavored to analyze the impact of quality assurance on

management practices and staff performance. Today’s business environment involves
constantly changing technology. Based on the literatures reviewed, several empirical
works have confirmed the impact of quality assurance practices on both the management
practices and staff performance. Harvey (2006) affirmed the positive impact of quality
assurance on the management practices of an organization.
Kagaari et al (2010) conducted a research that only focused on the relationship

between performance management practices, employee attitudes and managed
performance. The research of Sadikoglu and Bulger (2014) tackled the impact of total
quality management, which is related to quality assurance, but it only focused on
employee involvement, awareness and commitment of the employees, inappropriate firm
structure, and lack of the resources.
2.5 Quality Assurance Performance
Harvey (2006) and Shams (2017) conducted an empirical study that tackled the
relationship between quality assurance implementation practices and the management
practices in an organization. In a customer service call center where quality assurance
requires an evaluation. Quality Assurance is about assuring the quality of the service
being delivered. The practice of assessing quality allows the call center management.
2.6 Workplace Coaching Theory (Goleman,Welch, & Welch, 2012)
The use of coaching in organizations has steadily increased since the

1990s.Whether workplace coaching is used in a remedial context for performance
management purposes, as part of a front-line staff skills development programmed, on-
the-job corridor coaching or as leadership development coaching, workplace coaching
skills have an essential place in every leader’s toolkit (Goleman, 2000).

2.6.1 Evaluating the Effectiveness of Executive Coaching Theory
In practice, only a small proportion of organizations appear to be formally

evaluating the impact of coaching (Bolch, 2001; Hay Group, 2002). In academia,
review studies consistently have concluded that there is a paucity of empirical
data to support the anecdotal evidence that coaching produces positive outcomes
(Feldman & Lankau, 2005; Kampa, Kokesch & Anderson, 2001;
MacKie,2007). Although the published literature has begun to reflect the emergence of
professional coaches (Grant & Cavanagh, 2004), rigorous empirical investigations
of the outcomes associated with coaching are greatly outnumbered by practitioner
articles purporting the benefits of it. The majority of the studies evaluating
coaching are retrospective in nature (Evers, Brouwers, & Tomic, 2006) and use short-
term, affective reactions or perceptions of effectiveness as outcomes (Feldman &
Lankau,2005).
2.6.2 Coaching and Monitoring and Evaluating Theory
According to Cloete (2009), systematic monitoring and evaluation is

the main tool to achieve effective evidence-based policy analysis goals. Monitoring
and evaluation are not only used to generate performance information but also as
a baseline in planning future programs, interventions and in the design and
implementation of improvement plans. Coaching impacts a wide array of
individual and organizational outcomes, such as individual skills and behaviors, team
performance, productivity, employee job satisfaction, and some measures of
business deliverables.

SUMMARY
Performance management is everybody's business, especially in call center. It is

about improving outcomes for employees or agents; it means taking action in response to
actual performance at an individual, team, service. All Team Leaders and managers are
responsible for their own work and their contribution to the work of their team and
service including performance management and quality assurance.
As businesses started to understand human behavior in organizations, they began

to recognize the importance of their human resources. To survive in today's continuously
changing environment, organizations are exploring ways to effectively improve
performance levels of employees Coaching is a management technique currently being
used by some organizations to develop people and achieve the desired results in
performance.
The concept of coaching as a management style has become very popular

although few empirical studies have tested its effectiveness. A good coach depends on
being able to help the client achieve set goals and outcomes during the coaching process.
But every agent is individual and it’s coaching that different agents get different things
out of our service. This has a really big impact on evaluation, in that no set absolute
criteria for results can be established across all our coaches. This fact makes the
combination of monitoring and evaluation such a powerful tool for offering high-quality
coaching.

CHAPTER 3
3.1 Introduction
To further understand how the system work, this sys

HARDWARE/SOFTWARE
The Table below shows the software specifications that are needed for development
of the system:
Table 1. Software Specification
SOFTWARE Description
 Windows 8/7/10  The operating system that will be

compatible to support the software’s
that will be in use.
 Visual Studio 2015  An application builder that will be in
used to develop the Mentoring and
system
 MySQL  MySQL is a full-featured relational
database management system
(RDBMS) that competes with the
likes of Oracle DB and Microsoft’s
SQL Server.
The Table below shows the Hardware Specification for the development of the
proposed system
Table 2. Hardware Specification
HARDWARE DESCRIPTION
 Laptop/Desktop  Intel I3 core processor 2.7 GHz and higher
 Hard Disk Drive  Minimum of 1gb hard disk space to store the
required installation of software’s to be used in
the development of the proposed system

 RAM  Memory of 2GB or higher
 Minimum  At least 1366x768 or higher

Screen Resolution
 Printer  For printing legal documents

The Table shows the software specifications of the PC/Laptop that will be used with
the system.
Table 4. Software Specification
 SOFTWARE  DESCRIPTION
 Windows 8/7/10  Operating System that will be in used to

support the platform of the system.
 Visual Studio 2015  An application builder that will be in used to

run the proposed System.

Gantt chart of Activities
Gantt Chart of Activities
Activities July August September October

Phase Details Week 3 Week 4 Week1 Week2 Week3 Week4 Week1 Week2 Week3 Week4 Week1 Week2 Week3 Week4
Planning
Meeting with Adviser
Brainstorm
Discuss the Thesis Guidelines
System Development & Design
Documentation
Beginning of chapter1
Proposal Drafting
Final Proposal
Title Defense
Document Revision
Development
Login Module, Permission Control
Module Testing
Employee Reg, QA Team Assignment, Guidelines Mgmt.
Module Testing
Coaching FAQs, Dispositions
Module Testing
QA Evaluation Form, Evaluation Reports
Module Testing
Coaching Form, Coaching Reports
Module Testing
Coaching Response, Agent Transfer
Module Testing
Alpha Testing
Beta testing
Depolyment
Legend:
- Testing
- Development
Budgetary Estimate
This should enumerate the resources that will be used from the beginning until the
completion of the entire project. This is presented in tabular format. Fill the table below.
Quantity Specifics Approximate Cost
144 meals Food 7,200
20 ways Transportation 4,000
16 Internet 1,600
1000 pages Document 3,000
142 sachets Coffee 3,000
Total 18,800
Quantity Specifics Approximate Cost
Human Resources
Development Team
Maylyn V. Jamora
Executive Boutique Teams
 Quality Assurance Team

o A team of 7 Analysts supporting hundreds of Agents
 Management Team
o A Team of 6 Team Leaders and supervisors managing the Agents.
 Administrators
o A team of 3 people managing everything in the account.
The following pages contain the curriculum vitae of the researchers and the Adviser’s
Acceptance Form.
Curriculum Vitae of
BARRY JULIUS C. NICASIO
Blk. 6, Lot 51, Honeysuckle St., Deca Homes 4, Bankal, Lapu-Lapu City, Cebu
bjnicasio@outlook.com
09203818890
Interactive Quality Assurance Monitoring System | STI College Cebu 39

EDUCATIONAL BACKGROUND
Level Inclusive Dates Name of school/ Institution
Tertiary 2018-2020 STI College Cebu
Tertiary 2008-2010 STI College Tagbilaran
Tertiary 2004-2006 Holy Name University
High School 2000-2004 La Consolacion College
Elementary 1994-2000 Suba Elementary School
PROFESSIONAL OR VOLUNTEER EXPERIENCE
Nature of Experience/ Name and Address of

Inclusive Dates
Job Title Company or Organization
2016-Present Reports Analyst Executive Boutique, IT Park
Lahug
2015-2016 Reports Analyst Ebay.com
2011-2015 Reports Assistant IV Convergys, Inc., IT Park
Lahug
2011-2011 Technical Support Engineer TeleTech, Oakridge Bldg,
2010-2011 Technical Support Rep Banilad

Qualfon Phils, Inc., IT Park
Lahug
AFFILIATIONS
Inclusive Dates Name of Organization Position
2008-2010 JAVADICTS Co-founder
SKILLS
SKILL Level of Competency Date Acquired
C# Programming Intermediate 2018
Microsoft Excel Expert 2011
Microsoft VBA Advanced 2011
Java Programming Intermediate 2008
Database Management Advanced 2007
TRAININGS, SEMINARS OR WORKSHOP ATTENDED

Inclusive Title of Training, Seminar or Workshop
Dates
2011-2012 Microsoft Support Engineer
Aug 2010 Google Sketch up
Jan 2009 Adobe Photoshop
Curriculum Vitae of
5th Phace Great Planes Subdivision, Bacayan Cebu City
Rjclimaco84@gmail.com
+639167768612/+63420679733/4011626
Vocational/Technical
High School 1999-2000 Santander National Highschool,
Oslob
Elementary 1995-1996 Lahug Elementary School

Inclusive Dates
2001-2003 Service Crew (Cashier) Fastfood Ayala Mall
(Greenwich, Chowking, KFC)
2004-2005 Real Estate Property Philtropics Company
Consultant
2008-2010 Performing Artist/ Singapore
Entertainer (Musician)
2011-2012 Performing Artist/ Korea
Entertainer (Musician)
2015-2016 Cubana Promoter Cubana Resto Bar Cebu
AFFILIATIONS
SKILLS
SKILLS Level of Competency Date Acquired

Dates

Curriculum Vitae of
Maylyn V. Jamora
Sudlon Maguikay Mandaue City
Maylynjamora13@gmail.com
09324154486
Vocational/Technical
High School 2011-2015 Saint Vincent De Paul Diocesan
College
Elementary 2005-2011 Mangagoy South Elementary School

Inclusive Dates
AFFILIATIONS
May 05, 2013 Youth for Christ Member
SKILLS
SKILLS Level of Competency Date Acquired
Dates

ADVISER’S ACCEPTANCE FORM
NAME OF PROPONENTS: Barry Julius C. Nicasio
Maylyn V. Jamora
APPROVED RESEARCHE TITLE: INTERACTIVE QUALITY ASSURANCE
MONITORING SYSTEM
AREA OF STUDY: <Area of Research and Field of Study>
CONFORME:

Thesis
APPROVED BY:
Earl Thomas C. Corregidor III Date: <day Month, year>
Thesis Coordinator
NOTED BY:
Mr. Joey U. Rivamonte
Program Head

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Eve Michael Jayson R. Selmo

TITLE OF RESEARCH: Interactive Quality Assurance Monitoring System

NAME OF PROPONENTS: Barry Julius C. Nicasio

Robee Jeanne L. Climaco

In Partial Fulfilment of the Requirements

Eve Michael Jayson R. Selmo