Spend Less Time
Reviewing Calls. More
Time Coaching People.
TALA QA is an AI-assisted quality assurance platform built by a BPO that understands what QA teams actually need.
Automatically evaluate calls, identify coaching opportunities, and let your QA team focus on improving agent performance—not listening to recordings all day.
Why We Built ⭐Tala QA?
Built From a Real QA Problem — Not an AI TrendFor years, our QA team spent countless hours manually listening to customer calls. By the time evaluations were finished, coaching sessions happened days—or sometimes weeks—later. Agents had already forgotten the conversation. That meant our quality team spent more time reviewing calls than actually helping agents improve. We looked at existing QA platforms. Some were excellent products.
But they were:
- Expensive
- Built around generic scorecards
- Difficult to customize
- Required workflows that didn’t match how our QA teams operated
Instead of forcing our process to fit someone else’s software, we built our own. TALA QA wasn’t created because AI became popular. It was created to solve a real operational problem.
Built for Human Coaches,
Not to Replace Them
Most AI QA platforms try to replace quality analysts. TALA QA helps them become more effective. Instead of spending hours reviewing recordings manually, your QA team can focus on:
- ✦Coaching agents
- ✦Reducing repeat mistakes
- ✦Identifying recurring trends
- ✦Improving customer experience
- ✦Helping supervisors take action sooner
Why Companies Choose TALA QA?
Evaluation Scorecards
Every company measures quality differently.
Create your own:
- QA scorecards
- Metrics
- Sub-metrics
- Point values
- Pass/fail thresholds
- Standard items
- Non-negotiables
- Zero-tolerance criteria
No generic templates. Your quality standards stay your own.
With Your QA Team
AI isn’t always perfect.
That’s why TALA QA allows quality analysts to:
- Adjust AI scores
- Add QA feedback
- Correct mistakes
- Improve future evaluations
Human expertise stays at the center of every evaluation.
Your Workflow
Every company handles recordings differently.
TALA QA supports:
- Manual uploads
- API integrations
- Automated call imports
- RTC integrations (where supported)
Choose the workflow that works best for your operation.
Call Scores
Every evaluated interaction includes:
- AI evaluation
- Human QA score
- AI summary
- QA summary
- Timestamped transcript
- Click-to-play conversation
- Coaching notes
- Overall grading
Everything needed to coach from one screen.
Dashboards That Tell You
What Actually Matters
Designed for High-
Volume Contact Centers
Whether you’re evaluating dozens or thousands of calls, TALA QA helps your team scale without dramatically increasing QA effort.
Enterprise-Ready Security
Security was considered from the very beginning.
TALA QA uses:
- AWS cloud infrastructure
- Cloudflare
- OWASP security practices
- Personally Identifiable Information (PII) masking
- Audit logs
- Role-based controls