Quality Assurance - Audit System
A PHP & MySQL development exercise as a proof of concept for a bespoke
quality assurance, hosted call audit system, implementing multiple reports and
simple audit input.
Users
Stores information about staff members and team managers
Roles
Differentiates between clinical, and non-clinical staff, team managers and senior management roles.
Teams
Stores information about different teams in the call center.
- competency_reference: Reference table for competency codes and their respective scores.
- audit_types: Different types of audits (clinical, non-clinical, etc.)
- audits: Stores the results of audits conducted on call-taking staff.
- audit_scores: Detailed scores for each competency indicator in an audit.
Reports
Individual Performance Report
- Detailed breakdown of each staff member's audit scores.
- Comparison of individual staff performance against team average.
- Highlight areas of strengths and weaknesses for each staff.
Team Compliance Rate
- Percentage of audits that meet the 86% compliance threshold.
- Historical trends showing improvement or decline over time.
Overall Compliance Rate
- Percentage of all audits across the company that meet the compliance threshold.
- Compare compliance rates across different teams.
Competency Analysis
- Breakdown of how the team performed on each competency.
- Highlight which competencies the team excels in and which need improvement.
Aggregate Competency Analysis
- Aggregate performance on each competency across the entire company.
- Helps in understanding where company-wide training might be beneficial.
Team Performance Comparison
- A leaderboard-style report ranking teams based on average audit scores or compliance rates.
Audit Frequency Report
- Track how often audits are being conducted for each staff member to ensure regular checks.
- Highlight any staff members overdue for an audit.
Audit Volume & Frequency
- Overview of how many audits are conducted company-wide and the frequency.
- Identify if some teams or departments are being audited more than others.
Audit Volume & Frequency
- Overview of how many audits are conducted company-wide and the frequency.
- Identify if some teams or departments are being audited more than others.
Historical Trend Analysis
- Graphs showing the overall company's compliance rate over time.
- Highlight any notable events or interventions and their impact on scores.
Training & Improvement Recommendations
- Based on competencies where the team or individuals are consistently underperforming, recommend
training modules or courses.
Feedback & Comments Report
- Collect and display any additional comments or feedback given during the audit.
- Useful for understanding the context of scores and for qualitative improvement.