QA Faster & More Accurately with Balto’s Call Center Quality Assurance Software


Balto’s call center quality assurance software automatically scores 100% of conversations, surfaces grey areas, edge cases, and agent disputes in a single inbox, and delivers scores with AI explanations directly to your agents. 

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Product image showing Balto’s Quality Assurance Supervisor Inbox with a QA dispute and call` flagged for review on the right, and agent-side dialogue boxes on the left prompting QA-related insights

How Does Balto’s Contact Center Quality Assurance Software Help?

One-Stop Solution for Quality

Implement scorecards in natural language, uncover quality issues, and track quality improvements over time.

Product image showing Balto’s customizable quality scorecard for inbound contact centers, with scoring items like introductory statement, company name, and call recording disclosure, alongside assessment guidelines

AI & Human Insight

AI and manual call scoring blends automation with human insight. Auto QA scores calls instantly, while manual reviews add precision and flexibility.

Product image of Balto’s Contact Center QA dashboard, featuring a manual QA task to review “Confirmation of appointment details” for agent Ryan Thompson, with call recording playback and options to score the review positively or negatively; the background shows the QA inbox

Rapid-Fire Reviews

Easily review quality issues one by one, escalating the issues that matter most.

Product image showing Balto’s Quality Assurance Supervisor Inbox with a list of QA tasks, including disputes and calls flagged for review, displayed in a centralized dashboard for contact center supervisors

Don’t Just Measure, Improve

Channel your learnings right back to your contact center floor to drive a better sales and service experience.

Product image showing two QA charts in Balto: the top chart displays agent performance metrics including pass rate, average QA score, calls graded, and failing calls by agent name; the bottom chart shows QA score trends over time

Unlock the Business impact of Balto’s Automated QA software

Calls Scored
Join the teams that have trusted Balto to QA over 2 million calls, delivering proven results at scale.

Positive G2 Reviews
Balto is the top-rated Quality Assurance software. Customers love our accuracy, easy setup, fast QA times, and quick ROI.


QA results surface immediately after the call, so agents and supervisors can act quickly.

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Balto Ranked in the Highest Tier of Automated QA

Balto was named a Pioneer — the top category — in CMP Research’s 2025 Prism for Automated QA/QM, outperforming 16 other contact center QA solutions.

“Call audits that took 2 days now take just 4 hours.”

Integris Health

“Onboarding time cut in half—from 4 days to 2.”

Mnet Health

Tired of waiting 20 minutes–or longer–for QA results, or only sampling a small number of your conversations?

Balto’s call center quality assurance software delivers results at the speed of your conversations. Every call is analyzed live, with scores immediately available in one simple, easy-to-use dashboard. That way, QA managers can focus on what matters most – handling agent disputes, resolving escalations, and coaching agents.

But Balto doesn’t stop with supervisors. QA scores are shared directly with agents in their Agent App, complete with AI explanations and leaderboards highlighting their achievements and areas for improvement.

No more manual scoring, no more random sampling, and no more second-guessing. That’s the power of Balto’s call center quality assurance software.

Explore Balto’s Contact Center Quality Management Software

Enterprise View

Roll up quality scores across geographies, divisions, or downlines. Compare quality scores in one simple view. It’s easy to manage permissions, so you see everything you need and no one has access to data they shouldn’t.

Instant QA Results

Balto’s call center QA software scores your calls the moment they end so that you can address issues immediately.

Automate Repetitive Tasks

Automate repetitive tasks–like reviewing recordings and grading–with Balto’s Auto QA for contact centers.

Uncover Key Moments

Understand every call at a glance with AI-generated summaries, key moments, insights, coaching opportunities, and your own custom criteria.

Real-Time Agent Visibility

No more end-of-month surprises. Balto shows agents their scores the moment a call ends, helping them self-coach and stay on track.

Smart QA Score Explanations

Balto breaks down QA scores with clear, AI-generated explanations–so there’s no confusion about why a call was scored a certain way.

Custom Scorecards

Customize QA scorecards for different use cases and call types, aligning Balto’s scoring criteria with your contact center’s unique objectives and goals.

Real-Time Supervisor Alerts

Balto’s contact center quality assurance automation software lets supervisors know the moment something goes off-script, gets escalated, or misses qualification, so they can act fast.

Call & Screen Recording

Balto’s call center quality monitoring software records calls and screen activity, so you get full context on every conversation.

See Balto QA in Action

Why Contact Center Leaders Love Balto’s Call Center QA Platform

One of the best tools I’ve used! Whereas before, we took samples of calls, and did as much as we could, but we had hundreds of calls happening daily, and it was pretty impossible to capture all of that. Now people can see what’s actually being said, transcripts can be pulled up, instead of listening to hours of calls. We’ve seen noticeable improvements with close rates.

Alex D.
Call Center Supervisor

Customer Spotlight

G2 Video Testimonial

Customer Spotlight

G2 Video Testimonial

Giving your team the support they need to succeed. The biggest problem Balto solved for us is Quality Assurance. With the high number of calls we had, it was like looking through a haystack to find a needle. Balto has allowed us to find targeted areas and review what we need to review at a much faster pace.

Camille L.
Recovery Supervisor

Why Contact Center Leaders Love Balto’s Call Center QA Platform

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Quality Assurance Auditor

Easy to get the work done for QA. I like that Balto has everything needed to get the job done when it comes to Quality Assurance work. Easy to use! I also enjoy that Balto is continuing to update to make editing easier with new feature being presented.

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Reporting

Balto makes call reviews a breeze. Balto is a great call assistant for our support analysts. It provides reminders of critical call script items and helps guide the analysts through effective call handling. The best benefits start after the call. Analysts are provided customizable call summary information that can be used to fill out tickets, all calls are QA scored, and supervisors are provided AI powered search and analysis features. Balto has been extremely helpful with implementation and recommendations for effective usage.

Enterprise

Romina T.

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Quality Assurance

Balto is the best experience! Most of its features but more on the ability to review data, it help me to quantify the data that I need and help me analyze reports more accurately and efficiently. It also helps my team a lot to monitor our employees and help my employees improve the quality of their work through Balto’s guide on how they need to do on their calls to provide the best customer service.

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I love Balto!! it really helps me to remember what to say and get a better score on my reviews. It helps get full confirmation of the requirements of each call.

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Christian E.

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Real-Time Coaching

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BALTO: MAKES LIFE EASY. What I love most about Balto is the real-time coaching feature. It’s amazing how I can get live feedback and guidance during calls, helping me stay on track and handle tough objections smoothly. Instead of waiting for post-call reviews, I’m able to improve instantly, which boosts my confidence and performance right in the moment.

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Call Summarization

Best Assistant App. Its guided scripts, being able to see a summary after calls, and using it every day helps to improve call quality. It provides great ideas for handling difficult topics with customers. The screen is adjustable and customizable great for adapting to your needs.

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Adele S.

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A Game-Changer for Productivity. Balto’s ability to deliver actionable insights in real-time could be one of its standout features. It helps users make decisions quickly and efficiently.

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See Balto QA in Action

Beyond QA: Discover Balto’s Full Contact Center Suite

Coaching

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Compliance

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Quality

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Insights

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Agent Assist

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Notes

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Success with Balto’s Call Center Quality Assurance Software

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Quality Assurance FAQs

Traditional call center QA software relies on human graders listening to call recordings and manually scoring conversations. As a result, traditional QA methods are time-consuming and only review a small portion of total conversations. Conversely, Balto’s contact center quality management software automatically grades calls using AI, producing cleaner, consistent, unbiased scores and freeing humans to focus on only the most high-value conversations, escalations, agent disputes, and other edge cases.

Yes, Balto integrates with over 50 different CRMs and call center systems. For a full list, check out our integrations page.

Balto’s contact center quality management software offers comprehensive visibility into key QA metrics. Balto’s QA dashboard displays graded calls in a single, organized supervisor view, along with custom scorecards, agent and team performance tracking, searchable transcripts, keyword search, screen recordings, and tracked skills and behaviors—including soft skills (like talk time and active listening) and hard skills (like objection handling and qualification). Broadly, Balto’s analytics and reporting capabilities include usage data, high-level business insights, compliance reporting, and real-time alerts for supervisors and agents, delivering a complete QA solution.

Balto’s Real-Time Coaching functionality, included with Balto’s call center QA software,  helps supervisors turn QA insights into actionable AI-generated coaching packets, tailored for each agent. Leveraging data from Balto’s call center QA, Real-Time coaching automatically generates personalized coaching packets for each agent, significantly reducing the time supervisors spend on coaching preparation. Additionally, Real-Time Agent Assist enables managers to apply QA-driven insights during live calls, driving meaningful and immediate behavior change and ensuring QA insights influence agent behavior.

Most customers are up and running within 45 days, but the timeline can vary based on team size and requirements. If you would like to learn more about our implementation process and timeline, please request a demo–we’d be happy to walk you through your implementation questions.

Balto offers a variety of contact center features, all of which are included with a single Balto license. Key features include Coaching, Agent Assist, Compliance, Insights, Notes (call summarization), and Quality. These modules all work together for a complete QA solution. For example, a supervisor might use Real-Time Guidance to train an agent on a skill they uncovered through Balto’s Quality Assurance software (QA).

Call Center Quality Assurance (QA or QM) Managers are responsible for ensuring customer interactions meet the expectations of their business. Their work directly influences the quality of conversations in their contact centers. 

Specific tasks include developing standard evaluation criteria, monitoring contact center conversations, reviewing escalations and agent disputes, implementing custom Balto QA scorecards, flagging compliance issues, coaching and training agents, and analyzing data and performance over time. They should be familiar with CCaaS and CRM, and technology like Balto and have excellent communication skills.

A QA Analyst focuses on day-to-day contact center operations, including monitoring and grading calls, often checking for quality, compliance, script adherence, and other key skills and behaviors. They provide feedback to frontline agents, help identify performance trends and issues, and recommend targeted coaching and training plans to drive agent improvement.

QA analysts and managers possess strong observational skills, excellent communication and coaching abilities, a deep understanding of customer standards, familiarity with contact center protocols and compliance, problem-solving skills, and pattern recognition.

See Balto’s Call Center Software

No more manual scoring. No more random sampling. No more missed opportunities. Get total visibility with Balto’s Quality Assurance Software.

Balto’s Auto QA scores every call instantly, allowing your team to focus on resolving issues, coaching agents, and driving outcomes—all from a single, organized inbox.

Gain complete visibility into every interaction with synchronized audio and screen recordings, customizable scorecards, and real-time alerts—so nothing gets missed.

Share QA scores with agents in real time, including AI-generated explanations and call context, to ensure full transparency and eliminate surprises.

Automate routine QA tasks, so managers can focus their time and expertise on escalations, disputes, and high-impact coaching opportunities.