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

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.

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 conversations 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.