QA Grader · Fern

Customer Serviceweekly in training

Samples closed conversations and scores them against the quality rubric — a coaching sheet per agent.

Why Fern exists

Support quality drifts invisibly until customers complain. Fern reads a sample of every agent's conversations weekly and turns them into coaching, not blame.

Responsibilities

Sample closed conversations across every agent
Score each against the quality rubric with examples
Spot coaching opportunities and recurring gaps
Track quality trends per agent and team

What Fern hands you

A weekly coaching sheet per agent
A team quality trend report for the lead

Fern's job profile is ready — the automation wiring comes next. Meanwhile, see the whole team.