QUALITY ASSURANCE REPORT

Continua Coaching

Reporting Period: June 2024 – April 2025

Prepared by: Katie McAuley

Date: May 2025

1. Executive Summary

This Quality Assurance (QA) report provides an overview of the performance, effectiveness, and quality standards observed in the organisation over the reporting period. The findings indicate that the organisation is largely meeting its quality benchmarks, with key strengths in coach-client relationships and overall client satisfaction. However, there are areas for improvement in capturing objective client feedback and identifying key metrics with clients.

2. Objectives

- To evaluate the effectiveness of coaching services.

- To ensure consistency with organisational standards and ethics.

- To identify areas for improvement and recommend actions.

- To assess client satisfaction and outcomes.

3. Methodology

QA evaluation was conducted using the following tools:

- Client Feedback (quantitative and qualitative)

- Coach Self-Assessments

- Session Observations / Reviews

- Client results

- Content review

- Peer to peer feedback

-Review ICF code of conduct and ensure accreditations are upto date

-Attendance at training and supervision

4. Key Findings

4.1 Coaching Standards and Delivery

- 100% of coaches adhered to ICF code of conduct (all have active membership)

- 100% coaches have Master Tilt365 Accreditation and undergoing ongoing training

- Observations revealed high levels of reflection and personal growth goals for coaches

- 95% sessions had documented observations and outputs

4.2 Client Satisfaction

- For completed projects, clients have shared only positive internal metrics and outcomes.

- Most common outcome is team cohesion and clarity of objective/goal.

- Individual clients all expressed value of executive coaching, with focus on accountability

- No negative feedback received on our coaching programmes

4.3 Coach Performance

- Peer reviews indicated strong collaboration and mutual support.

- Professional development attendance was 100% for the reporting period – defined as Tilt training and minimum quarterly Supervision

4.4 Outcomes and Impact

- 90% clients willing to provide a testimonial

- Key indicators – annual surveys, retention, promotion – all positive

-Testimonials on request

5. Strengths

- Dedicated, skilled coaching team with strong ethical practice.

- High client satisfaction and strength of relationship

- Industry experience increases trust, relevance, understanding

- A highly personal approach, combining deep insight, psychology, philosophy and humour provides memorability and ability to engage and inspire groups

6. Areas for Improvement

- Metrics for success agreed more regularly at outset

- Feedback collation and integration – better feedback responses and findings captured and integrated across the business. Ensure final sign off meetings are attended by all.

- Impact Measurement: Improve mechanisms for long-term tracking of coaching impact.

- Repeat or extended programmes based on initial success factors

7. Recommendations

1. Implement a Standard Session Documentation Template to be used across all coaches.

2. Develop a Client Feedback Response Protocol to show how feedback informs practice

3. Introduce Quarterly Impact Reviews with selected clients to gather longitudinal data.

4. Ensure ongoing individual and group development with annual development plans

5. Include a ‘Coaching where it counts’ measurement framework for project management and review.

8. Conclusion

Overall, the coaching organisation demonstrates a strong commitment to quality of coaching and enabling sustainable success. Continuous improvement efforts, particularly in documentation and feedback integration, will help maintain and elevate standards going forward.