Fratz QA
Fratz QA — quality assurance for teams without a QA platform
Your phone system has no QA module and the spreadsheet has 14 tabs. Fratz QA gives small contact centers (under about 50 agents) ready-made scorecards, live scoring with critical errors, calibration, an evaluation log and monthly reports. Everything runs in your browser, so recordings and scores never touch our servers.
How it works
The same loop a QA platform runs, without the platform.
- Pick a scorecardStart from a library card written for your kind of contact: service, sales, chat, email, help desk, collections, healthcare scheduling or retail.
- Score the contactAnswer each question with Yes/No, a 1–5 scale or points. N/A is handled properly and critical errors fail the section or the whole evaluation.
- Log, dispute, coachSave evaluations to a log, see trends per agent and per section, record disputes and link coaching plans.
- Calibrate and reportHave reviewers score the same contact to check agreement, then print a monthly report pack and compare QA with CSAT.
Scorecard library
Eight scorecards written from real contact-center QA practice, each with 4–6 sections, 14–17 questions and sensible critical errors. Use them free as they are, download them for Excel or print, or customise them.
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Free vs Fratz QA
Everything you need to score a contact is free. Fratz QA adds the parts that turn scores into a QA program.
| Feature | Free | Fratz QA | All Access |
|---|---|---|---|
| Score contacts on library scorecards, live score, PDF & CSV export | ✓ | ✓ | ✓ |
| Excel and printable scorecard templates | ✓ | ✓ | ✓ |
| Sample-size calculator and scorecard health check | ✓ | ✓ | ✓ |
| Light edits (rename, reorder, remove, points), one saved card, up to 15 questions | ✓ | ✓ | ✓ |
| Full builder: sections, answer types, critical errors, weights, pass mark | – | ✓ | ✓ |
| Unlimited scorecards, JSON import/export, share links | – | ✓ | ✓ |
| Evaluation log, trends, disputes, coaching, backups | – | ✓ | ✓ |
| Calibration sessions (reviewers score free) | – | ✓ | ✓ |
| Monthly report pack and QA vs CSAT | – | ✓ | ✓ |
| Agents in the evaluation log | – | Up to 15 | Unlimited |
| CSAT & NPS survey calculator: margins, sample sizes, significance, trends | – | – | ✓ |
| Call scripts & knowledge articles with versions, linked to scorecards | – | – | ✓ |
| Fratz WFM (Erlang planner, imports) and All Access tools | – | – | ✓ |
Join on Patreon
Fratz QA is $9.99/month on Patreon. Teams over 15 agents: All Access ($19.99/month), which also includes Fratz WFM. Join, come back here and log in with Patreon.
Test mode Join buttons open a test dialog instead of Patreon. No payment is taken.
Your membership
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Questions
Where is our data stored?
In your browser only (local storage on this device). Nothing you type, no recordings and no scores are sent to our servers. Use “Download backup” in the log to move data between computers or keep a copy, and export CSVs for Excel or your BI tool.
How is the score calculated?
Each question earns points: Yes/No earns all or nothing, a 1–5 scale earns 0%, 25%, 50%, 75% or 100% of its points, and points questions allow partial credit. N/A removes the question from the total so it neither helps nor hurts. Without section weights the score is points earned ÷ points possible; with weights, each section’s percentage is weighted (weights are normalised).
What happens with a critical error?
A critical question fails when it earns less than half its points (No, or 1–2 on a scale). Depending on the question, that zeroes its section or fails the whole evaluation (auto-fail, 0%). The evaluation page shows a banner the moment it happens.
How many evaluations per agent should we do?
Use the sample-size calculator. With typical score variation, about 18 evaluations per agent per month pin an agent’s average within ±5 points at 95% confidence; 4–6 a month gives roughly ±10 points, which is fine for coaching but thin for performance decisions.
Are the collections and healthcare scorecards legal advice?
No. Their compliance items are written generically (for example “gave the required debt-collection disclosure” and “verified identity with two identifiers”). Have your compliance or privacy team confirm the exact wording and rules that apply to you.
What does the 15-agent limit mean?
Fratz QA covers up to 15 distinct agents in the evaluation log. Teams over 15 agents: All Access removes the limit and includes Fratz WFM. It’s an honor-system limit; we don’t see your data.
Can reviewers without a membership join calibration?
Yes. The QA lead (Fratz QA) creates the session and shares a link or file; reviewers score for free and send back a small response file.