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Standard Operating Procedure

Standard Operating Procedure

Standard Operating Procedure

Client & Contractor Operations Framework

Virtual Assistant 101 Global Solutions Inc

Table of Contents

  1. Purpose
  2. Business Model Overview
  3. Client Onboarding SOP
  4. Contractor (VA) Onboarding SOP
  5. Client-VA Matching SOP
  6. Service Delivery SOP
  7. Time Tracking & Reporting SOP
  8. Payment SOP
  9. Replacement Guarantee SOP
  10. Retention System SOP
  11. Buyout / Non-Circumvention SOP
  12. Termination SOP
  13. Data Security SOP
  14. Compliance Safeguards
  15. Escalation Process
  16. Quality Control SOP
  17. Documentation Requirements

1. Purpose

This Standard Operating Procedure (SOP) establishes standardized processes for:

  • Client onboarding
  • Contractor onboarding
  • Service delivery
  • Payment handling
  • Replacement & retention
  • Risk and compliance

2. Business Model Overview

  • The Company acts as a service intermediary
  • Contractors are independent service providers
  • Clients pay in advance
  • Contractors are paid based on client payments received

Aligned with:

Department of Labor and Employment Bureau of Internal Revenue Data Privacy Act of 2012

3. Client Onboarding SOP

📋 Step 1: Qualification

  • Identify client needs (VA type, hours, budget)
  • Confirm ability to pay in advance

📄 Step 2: Proposal & Pricing

  • Present service package (hourly or monthly)
  • Define scope of work, service hours, and KPIs

✍️ Step 3: Contract Signing

  • Send Client Service Agreement
  • Include payment in advance clause
  • Include buyout & replacement guarantee

💳 Step 4: Payment Collection

  • Collect payment BEFORE onboarding
  • No payment = no deployment

Step 5: Onboarding Setup

  • Gather SOPs, tools access, and communication channels

4. Contractor (VA) Onboarding SOP

🔍 Step 1: Screening

  • Skills assessment
  • Interview
  • Background verification

✍️ Step 2: Contract Signing

  • Sign Independent Contractor Agreement
  • No employment relationship
  • Client-based income
  • Payment dependency

⚙️ Step 3: System Setup

  • Assign tools (Slack, CRM, etc.)
  • Provide training materials

👥 Step 4: Pool Assignment

  • Add to Active pool
  • Add to Bench pool

5. Client-VA Matching SOP

Step 1: Requirement Matching

  • Match VA skills with client needs

Step 2: Offer Engagement

  • Present scope, hours, and rate

Step 3: VA Acceptance

  • VA must voluntarily accept
  • No forced scheduling (DOLE compliance)

6. Service Delivery SOP

Daily Operations

  • VA performs tasks based on client instructions and agreed deliverables

Company Role

  • Monitor output quality (NOT control work method)
  • Ensure client satisfaction

7. Time Tracking & Reporting SOP

Track the following:

  • Billable hours
  • Deliverables completed
⚠️ Must NOT: Enforce strict "attendance" or treat like employee time logs. This is critical for DOLE compliance.

8. Payment SOP (Critical)

Client Side

  • Payment must be in advance
  • Billing cycles: Bi-weekly / Monthly / Quarterly
🚨 If Client Fails to Pay:
Immediately suspend service, pull VA out, and notify client.

Contractor Payment Flow

  • Client pays Company
  • Company verifies payment
  • Contractor is paid
⚠️ If client does NOT pay: Contractor payment is placed on hold.

9. Replacement Guarantee SOP

Triggers for Replacement

  • Poor performance
  • Client complaint
  • Communication issues

Process

  • Identify issue
  • Attempt correction (optional)
  • Replace VA and assign new VA

Replacement Timeline

  • Standard: 1–5 business days

10. Retention System SOP

VA Performance Metrics

  • Quality of work
  • Communication
  • Reliability
  • Client feedback

Actions Based on Performance

Performance LevelAction
🟢 HighRetain & prioritize
🟡 AverageCoaching & improvement plan
🔴 LowReplace

Client Retention Strategy

  • Regular check-ins
  • Fast replacement
  • Clear communication

11. Buyout / Non-Circumvention SOP

If Client Attempts Direct Hire

  • Identify attempt
  • Notify management
  • Enforce buyout clause

Buyout Fee

  • 6–12 months of VA billings

If VA Attempts Bypass

  • Immediate removal
  • Contract breach action

12. Termination SOP

Client Termination

  • 7–14 days notice required
  • Settle outstanding balance

VA Termination

  • 7 days notice OR immediate termination if there is a breach

13. Data Security SOP

  • Protect all client data at all times
  • Use secure systems and platforms
  • No sharing of credentials
Data Privacy Act of 2012

14. Compliance Safeguards (Very Important)

To remain DOLE-compliant, the following must be strictly observed:

✅ DO

  • Let VAs control their own work
  • Use output-based evaluation
  • Allow VAs to work with multiple clients

❌ DO NOT

  • Enforce strict schedules
  • Treat VAs like employees
  • Require attendance logs

15. Escalation Process

  • Identify the issue
  • Document all details
  • Escalate to management
  • Resolve or replace as needed

16. Quality Control SOP

  • Weekly performance review
  • Client feedback monitoring
  • Continuous improvement process

17. Documentation Requirements

All of the following records must be maintained at all times:

  • Contracts (Client & Contractor)
  • Payment records
  • Communication logs
  • Performance reports

Virtual Assistant 101 Global Solutions Inc

📧 Email: info@virtualassistant101.com

🌐 Website: www.virtualassistant101.com