Position Summary:
The Processing Associate Coach is responsible for training, coaching, developing, and supporting Processing Associates to ensure they can perform their responsibilities accurately, efficiently, and consistently. The Coach serves as a development resource for the Processing Department, helping associates strengthen their knowledge, productivity, quality, and overall performance
Key Responsibilities:
Training & Onboarding
- Train and onboard new Processing Associates.
- Provide instruction on Processing Department procedures, systems, workflows, and performance expectations.
- Monitor new-hire progress and provide additional training when needed.
- Maintain relevant training materials and resources.
Coaching & Development
- Conduct biweekly 1-on-1 coaching sessions with Processing Associates to review performance, development, challenges, and areas of improvement.
- Provide clear, constructive, and actionable feedback.
- Review individual productivity, quality, and performance trends to identify development opportunities.
- Follow up on previously discussed goals and coaching items to ensure continued progress.
- Identify root causes of performance issues and provide targeted coaching or retraining.
- Monitor progress following coaching and development.
Productivity & Performance :
- Coach associates toward meeting departmental productivity expectations.
- Review productivity trends to identify performance barriers and opportunities for improvement.
- Help associates improve efficiency, prioritization, and time management while maintaining accuracy
Quality & Process Support:
- Identify recurring errors, knowledge gaps, and procedural inconsistencies
- Partner with QA and leadership to address recurring performance concerns.
- Provide retraining when process or knowledge deficiencies are identified.
- Help ensure associates remain aligned with current departmental procedures.
Team & Leadership Collaboration
- Work closely with the Processing Team Lead and department leadership regarding training and performance needs.
- Communicate recurring employee or process concerns to leadership.
- Support the implementation of new processes, systems, and departmental initiatives.
Documentation & Reporting
- Maintain accurate records of training, coaching, and employee development.
- Track trainee progress and development milestones
- Provide leadership with updates regarding performance trends and training needs.
Required Skills/Abilities:
- Must have a Social Security Number.
- Advanced English proficiency; able to communicate clearly both verbally and in writing.
- Strong coaching, mentoring, and employee development skills.
- Excellent verbal and written communication.
- Strong organizational and time-management skills.
- Ability to explain processes clearly and effectively.
- Strong attention to detail and problem-solving abilities.
- Ability to analyze productivity and performance trends.
- Ability to provide constructive feedback while maintaining accountability.
- Proficiency in relevant internal systems and standard office tools.
Impact of the Role:
- The Processing Associate Coach ensures Processing Associates have the knowledge, skills, and support necessary to perform their responsibilities accurately and efficiently. By providing structured training, ongoing coaching, and performance support, the Coach helps improve productivity, reduce errors, strengthen employee confidence, and maintain consistent Processing Department performance.
Performance Expectations
- The Processing Associate Coach is expected to:
- Successfully onboard and develop new Processing Associates.
- Provide timely coaching when performance or knowledge gaps are identified.
- Support associates in meeting the department's 85% Productivity Index expectation.
- Ensure coaching and retraining result in measurable improvement.
- Identify recurring performance trends and recommend appropriate training or process improvements
- Maintain accurate coaching and training documentation.
- Communicate significant or persistent performance concerns to leadership.
Work Schedule (Onsite):
- Monday–Thursday: 9:00 AM – 6:30 PM (EST)
- Friday: 9:00 AM – 3:00 PM (EST)
- Weekends off
- Schedules are fixed and based on business needs. Please apply only if you're available during these hours.
Edificio Aney Muñoz II, Tercer Nivel, Av. 27 de Febrero esq. Av. Metropolitana, Los Jardines Metropolitanos, Santiago.
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